Executives EXL / E / 1499481

Job Description

• First-time resolution and accuracy (QM score on or above target)
• Customer satisfaction (CSAT score on or above target)
• Efficiency in dealing with customer queries (AHT number on or above target)
• Keeping customer’s data secure (DPA score on or above target)
• Attaining customer sentiment (Call close % on or above target)
• Demonstrating behaviours in-line with our Thames Values
• Process compliance and adherence to our policies
• Adherence to schedules outlined by planning teams
• A Strong passion for customer service
• Enthusiastic and a great team player
• A positive can-do attitude
• Ability to learn varied and sometimes complex processes across multiple systems
• Excellent communication skills – verbal and written
• Problem solving abilities in customer-facing environment
• Customer Service experience desirable
• Identify and manage risk – able to recognise and escalate as appropriate
• Competent at using a PC and MS software