EXL
Website:
exlservice.com
Job details:
To make/receive calls to Thames Water Customers and third parties and seek information related to Process
- Respond to Customer Inquiries: Manage calls and emails from customers.
- Provide Support and Assistance: Address customer issues promptly and professionally, offering appropriate solutions and guidance to resolve problems effectively.
- Ensure Accuracy and Quality: Maintain a high level of accuracy in all interactions, ensuring that information provided to customers is correct and up to date.
- Document Interactions: Record and maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated systems or software.
- Follow Communication Procedures: Adhere to established communication scripts, guidelines, and procedures to ensure consistency and quality in customer interactions.
- Collaborate with Team Members: Work closely with other team members and departments to escalate complex issues, share knowledge, and contribute to continuous improvement efforts.
Meet Performance Metrics: Meet or exceed performance targets for call/email handling, response time, customer satisfaction, and other relevant metrics.
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