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 skills are essential for this position?
Essential skills for this position 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 supervision required for the tasks performed?
Yes, tasks are performed under some supervision to ensure proper implementation and adherence to customer service management plans.
What does the role involve in terms of customer interaction?
The role involves creating value-based relationships with customers, gathering customer information, performing analysis, and understanding customer needs to provide insights for efficient management of customer issues.
How does the Customer Service Support Advisor contribute to process improvement?
The Customer Service Support Advisor assists in the implementation of continuous improvement opportunities to enhance the customer service team's processes.
What is the importance of having a growth mindset in this role?
A growth mindset is important as it allows the advisor to experiment and identify opportunities for personal and organizational growth, fostering a culture of continuous improvement.
What leadership standards are expected from someone in this role?
Leadership standards include leading inclusively and safely, owning outcomes, delivering for the customer, demonstrating commercial savvy, having a growth mindset, and building future-ready teams.
Do Customer Service Support Advisors handle complaint management?
Yes, handling complaint management is a key aspect of the role, ensuring customer issues are resolved effectively.
What type of customer issues will I be helping to resolve?
You will be helping to resolve a variety of customer issues including billing inquiries, technical support questions, and general inquiries about the BT Group's solution portfolio.
Will there be opportunities for training or career advancement in this role?
Yes, the role supports continuous improvement and growth, which can lead to training opportunities and potential career advancement within the organization.