FAQs
What is the primary role of a Customer Service Support Advisor?
The primary role of a Customer Service Support Advisor 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 are some key responsibilities of this position?
Key responsibilities include assisting in the implementation of customer service management plans, creating value-based relationships with customers, gathering and analyzing customer information, and executing work according to existing procedures to achieve team objectives.
What specific skills are required for this job?
Required skills include billing, communication, complaint management, continuous improvement, customer relationship management, decision making, escalation management, problem solving, and time management, among others.
Is experience with technical support necessary?
Yes, technical support experience is beneficial as it is listed as one of the skills needed for this role.
How does the company view continuous improvement?
The company values continuous improvement and encourages the implementation of opportunities to enhance customer service team processes.
What does the leadership standard 'Looking in' signify?
'Looking in' signifies the importance of leading inclusively and safely, inspiring trust through self-awareness, honesty, and integrity.
What are the expectations concerning customer relationships?
There is an expectation to create value-based relationships with customers that optimize customer service while leveraging the BT Group's resource pool.
Is there a focus on diversity and inclusion within the team?
Yes, there is a focus on building diverse, future-ready teams where all individuals can perform at their best, reflecting the company's commitment to inclusive leadership.
How important is decision-making in this role?
Decision-making is crucial as the advisor is expected to take the right decisions that benefit the broader organization and enhance customer outcomes.
What does a 'growth mindset' mean in this context?
A 'growth mindset' refers to the approach of experimenting and identifying opportunities for personal and organizational growth, promoting continuous development and learning.