Business Customer Service Advisors Dundee, Scotland
BT
Full Time
Dundee, Scotland
24000 GBP ANNUAL Today
Job description
Business Customer Service Advisors
Job Req ID: 14152
Posting Date: 20-Apr-2023
Function: BT contact centres
Location:
Dundee Contact Centre, Dundee, United Kingdom
Salary: 24,000.00
The Role – Customer Service Advisor - Repair
The role holder will play a key role in supporting our customers when they need our help & support through the Early Life and In Life stages of the customer journey. They will be available to support customers at the first point of contact – be that when they contact us or when we need to contact them. This could be through various channels including voice, chat, digital channels etc.
Their primary focus is ownership and resolution, doing everything they can to get the customer’s issue resolved as quickly as possible and where they can’t fully resolve it there and then, they will need make sure that we’re keeping the customer informed on what’s happening next and when and that we’re keeping our promises. And if our customers want to complain at any point, they will take ownership over the complaint. However when they aren’t able to resolve it they must ensure they pass it to the relevant team for resolution.
You'll have the following responsibilities
- Provide excellent customer service to every customer they interact with by taking ownership, focusing on resolution and communicating with the customer about what has happened / what needs to happen next
- The role holder will have a passion and obsession for helping our customers, they will make sure we deliver the best service possible. They will be highly motivated to deliver great service and also identify opportunities where we need to do better or improve our processes
- They will be curious about matching our products to our customers’ business needs and then engage in conversation with them to support them with that and at the same time drive additional revenue for the business
- The role holder will follow the relevant processes and procedures in relation to the customer journeys, which starts with verification and validation to protect all customers and will include operational processes and/or diagnostics to log, complete, progress and resolve customer issues.
- They will have ownership of customer issues and escalate where required
- The role holder will record the information required as part of our processes, using the relevant systems
- They will be responsible for their performance and will be focused on improvement
- They will be an active participant in receive coaching sessions, 121s, team meetings and Huddles and have a strong, positive and proactive voice within the team
What we are looking for
- Computer literacy and previous use of contact centre technology.
- Excellent communication skills.
- Specialist knowledge in specific areas such as technical, billing, contract, processes preferred.
- Negotiations skills for dispute resolution.
Wondering what’s in it for you?
- Being part of the BT family brings a huge number of benefits including the below:
- Salary of £ 24,000
- 22 days’ holiday
- 30% Friends and Family discount from day one (conditions apply)
- Discounted BT TV, broadband and mobile packages
- World-class training and development opportunities
- Share option and pension scheme programmes
- Flexible benefits to fit around you
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
