Customer Service Executive at EXL (Pune) | ₹2.5-4 LPA

Job Description

Make and receive calls to Thames Water customers and third parties to gather process-related information.

• 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.

Key Responsibilities

Make and receive calls to Thames Water customers and third parties to gather process-related information.

• 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.

Qualifications

Higher Education Diploma with 0 - 2 years of relevant experience.