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Customer Service Support Advisor

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BT Group

Jan 22

Applications are closed

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Business, Operations & Strategy
  • Delhi

Requirements

  • Billing
  • Communication
  • Complaint Management
  • Continuous Improvement
  • Customer Relationship Management
  • Decision Making
  • Escalation Management
  • Growth Mindset
  • Inclusive Leadership
  • Information Management
  • Issue Resolution
  • Problem Solving
  • Requirements Analysis
  • Stakeholder Management
  • Technical Support
  • Time Management

Responsibilities

  • Assists in the implementation of specific Customer Service management plans under supervision.
  • Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and with some supervision
  • Gathers customer information and performs analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
  • Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
  • Assists in the implementation of continuous improvement opportunities to improve the customer service team processes.

FAQs

What is the primary responsibility of a Customer Service Support Advisor?

The primary responsibility is to assist customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio with some supervision.

What skills are necessary for this role?

Necessary skills include Billing, Communication, Complaint Management, Continuous Improvement, Customer Relationship Management, Decision Making, Escalation Management, Growth Mindset, Inclusive Leadership, Information Management, Issue Resolution, Problem Solving, Requirements Analysis, Stakeholder Management, Technical Support, and Time Management.

Is experience in complaint management required for this position?

Yes, experience in complaint management is one of the key skills needed for this position.

How does the role contribute to customer service excellence?

The role contributes to customer service excellence by implementing specific Customer Service management plans, creating value-based relationships with customers, and gathering customer information to provide insights for efficient issue management.

What does "executing brilliantly on clear priorities" mean in this context?

It means to effectively carry out tasks in alignment with the organization's goals and priorities to deliver value to customers and the wider business.

Is there room for growth and continuous improvement in this role?

Yes, there is an emphasis on continuous improvement opportunities to enhance the customer service team's processes and a growth mindset is encouraged to identify opportunities for personal and organizational growth.

Who will I be working with in this role?

You will be working under some supervision and in collaboration with a diverse team committed to customer service excellence and support.

What is the organization's approach to leadership?

The organization emphasizes inclusive leadership, inspiring trust through self-awareness, honesty, and integrity, while also focusing on owning outcomes and demonstrating a strong commercial focus.

Are there opportunities for professional development in this position?

Yes, the role encourages professional development, experimentation, and identifying growth opportunities for both individuals and the organization.

How does this position align with the broader objectives of the BT Group?

This position aims to achieve customer service objectives while aligning with the vision of the Customer Service team and the overall strategic goals of the BT Group.

Telecommunications
Industry
10,001+
Employees
1846
Founded Year

Mission & Purpose

BT (British Telecommunications) is a multinational telecommunications company based in the United Kingdom. They provide a wide range of communication and technology services to consumers, businesses, and government organisations. BT's offerings include broadband internet, mobile services, landline phone services, TV packages, and IT solutions. Their ultimate mission is to connect people and businesses through innovative and reliable communication and technology solutions, enabling seamless and efficient connectivity in an ever-changing digital world. BT's purpose lies in creating a connected and inclusive society by bridging the digital divide and leveraging technology to drive economic growth and social progress. Through their services and expertise, BT aims to empower individuals, businesses, and communities to thrive and achieve their full potential, ensuring that everyone can benefit from the advantages of a digitally connected world.

Benefits

  • Life Insurance

  • Health Insurance

  • Health Cash Plan

  • Pension Plan

  • Performance Bonus

  • Share Incentive Plan

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