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, and more.
Is there career growth opportunity in this position?
Yes, the position encourages a growth mindset, allowing for the identification of opportunities for personal and organizational growth.
What is the work environment like for a Customer Service Support Advisor?
The work environment involves collaboration with team members and customers, focusing on continuous improvement and excellent customer service.
How does the company support customer service improvement?
The company supports continuous improvement opportunities to enhance customer service team processes and customer relationships.
Will I receive training for this position?
Yes, new employees will receive training and supervision to help them understand customer service management plans and processes.
What are the key leadership standards for this role?
Key leadership standards include leading inclusively and safely, owning outcomes, delivering for the customer, and being commercially savvy.
What kind of customer relationships will I be building in this role?
You will be creating value-based relationships with customers aimed at optimizing customer service while leveraging available resources.
Is problem-solving a key feature of this job?
Yes, problem-solving is a vital skill needed to resolve issues efficiently and effectively.
What is expected regarding time management in this role?
Effective time management is essential to execute and deliver work according to established procedures and objectives.