Associate

2 weeks ago

Kolkata, West Bengal, India BT Group Full time
Associate - Service Operations

Job Req ID:13765
Posting Date:31-Mar-2023
Function:Customer Service
Location:Block EP,Plot 1, Kolkata, India
Salary:Competitive
Why this job matters
The Service Ops.

Advisor assists in the operational enablement and readiness of services offerings and capabilities, fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.


What you'll be doing

  • Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
  • Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
  • Develops and maintains relationships with suppliers, customers and internal stakeholders.
  • Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
  • Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
  • Assists the implementation of tactical strategies and improvement plans for Sales Operations.
  • Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
  • Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you'll need

  • Customer Success
Information Management
Communication
Technology Implementation
Continuous Improvement
Problem Solving
Service Level Agreement Management
Quality
IT Operations
Cloud Computing
Customer Relationship Management
Technical Support
Incident Management
Issue Escalation
Project/Programme Management

Our leadership standards

Looking in:

Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

  • BT is part of BT Group, along with EE, Openreach, and Plusnet.
  • Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
  • We value diversity and celebrate difference. As Philip Jansen, our CEO, says 'We embed diversity and inclusion into everything that we do.

It's fundamental to our purpose:
we connect for good.'- We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen.

But you won't be alone:

we'll be there with help and support, learning and development.- This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses.

Grab it.

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