Job Description

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.

• Essential Duties & Responsibilities:Advance proficiency in MS Access and MS Excel is a must.
• Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros
• Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed.
• Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements. Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it. Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making.
• Consolidation and integration of data from multiple source in to single reporting environment. Prepares intraday reports on staff attendance. Communicate with management and operations team to ensure compliance with company standards.
• Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.

Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution providing diplomas in the hospitality, tourism, travel industry

• Good Computer navigation skills
  • Ability to use the Desktop Computer system
  • Basic Knowledge of using Internet, Web Browser, Search Engine etc
• Phone/ Call Master Handling Skills

Good Keyboarding speed – 18 WPM as mentioned in the skill set matrix

Communication Skills

• Effectively communicates information and knowledge, demonstrating empathy with customers and colleagues

Data Gathering

• Gathers relevant information from a variety of sources and identifies the key issues

Problem Solving

• Generates various solutions to problems and then selects the most appropriate

Customer Service Focus

• Identifies and understands the (internal or external) customer’s needs and strives to provide a world-class service

Business Awareness

• Understands the business how to implement business initiatives to maximise our competitive advantage

Teamwork

• Works effectively with teamwork to accomplish goals, takes action that respects the needs’ of others & those of the organisation

Managing Self

• Plans, priorities and schedules own work to ensure timely completion

Adaptability

• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

Work Standards

Sets own high standards of performance

Same Posting Description for Internal and External Candidates