Who is Snapper? What do we do? We create excellent experiences in public transport that accelerate our journey towards a more sustainable world. Snapper is a technology company serving the global public transport market with platforms, products and services. We help our clients deliver intelligent and adaptable public transport solutions and exceptional user experiences.
We know when the Public Transport experience is consistent, easy and reliable it becomes a genuinely desirable alternative to high-carbon, space-inefficient transport like the private car. Fewer cars, better planet.
What does the Service Operations Specialist do? Joining a team committed to serving the best experience to our stakeholders, you’ll be the first point of call in overseeing our incident management process. Your mission, is to support the pathway to resolution in the most efficient way possible.
You’ll be an exceptional communicator in that you’ll be the key conduit between our customers and stakeholders as well as our internal teams to ensure all parties are kept up to date and reassured that a service fix is being managed.
Your day will look a bit like this: - Investigating and processing a variety of customer and stakeholder escalations
- Recording all incident actions on our IMS (Incident Management System)
- Providing insights, reporting on feedback and identifying themes
- Researching to uncover the “why” an incident theme may be occurring
- Developing a strong understanding of SLA requirements and obligations so we can continue improve our service to Snapper’s partners and stakeholders
- Collaborating with your wider team to create and drive solutions
About you You’re someone who loves to get to the bottom of things, your curiosity and customer centricity will ensure a solution is found and communicated well and that our partners, stakeholders and customers are kept happy and expectations are being met.
Aspects that will help you succeed in this role: - Experience managing and nurturing customer and client relationships.
- A natural empathy for the customer.
- Someone who thrives on getting to the heart of a problem.
- An understanding of the incident management process.
- A good comfort level with different software and cloud tech.
- An understanding of service delivery.
- An understanding and awareness of when to escalate an issue.
- Strong communication skills, both verbal and written.
- Excellent organisational skills, including responsiveness and an ability to prioritise.
- Resilience and tenacity.
What’s it like to work at Snapper? Life at Snapper is people-first and our practices and our values start there. We want you to love it and to contribute in your way.
- We want the best you, however you turn up. Bring your worldview, faith, family, tattoos, hobbies or whatever it is that makes you special.
- Don’t work if you can’t be great. When you’re down, unwell, looking after someone, or need space - you know how long you need, we work with you so you have it. We want you back, but only when you’re 100%.
- Learn, study, grow. We encourage and set up peer mentoring in-house and externally, and provide paid study leave for developing your skills.
Our expectations and values at Snapper We live into five core values in our work and interactions at Snapper.
- Being Resilient.
- Acting with Integrity.
- An Innovative outlook.
- Collaborating.
- Building Excellence.
Apply today If you have a customer-centric approach and are motivated towards setting and achieving goals for yourself and your team, click the “apply now” button today. Send us your CV and cover letter telling us why you could be the next excellent Service Operations Specialist in the Snapper team. If you need more information please contact
[email protected].
Applications close 14 October 2024.