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Executive-Back-End/ Non Voice / Customer Service -Email
JOB_REQUIREMENTS
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- 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
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