Customer Service Support Advisor
2 weeks ago
Customer Service Support Advisor
**Job Req ID**:13100**Posting Date**:17-Apr-2023**Function**:Business Services & Operations**Location**:DLF IT Park,Phase II, IIF/1, Kolkata, India**Salary**:Competitive**Recruiter: Praveen Lanka**
**Hiring Manager**:
**Career Grade**:
**Internal Closing Date**:
**Why this job matters**
The Customer Service Advisor 1 assists customers across all channels, delivering customer value and success providing support excellence regarding the BT Group's solution portfolio, all with full supervision.
**What you’ll be doing**
1. Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and under full supervision.
2. Gathers customer information and performs basic analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
3. Executes and delivers routine work clearly covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
4. Handles professionally and effectively with customer contacts, showing resilience and sound decision-making whilst under pressure.
5. Participates in the continuous improvement activities to improve the customer service team processes.
**The skills you’ll need**
- Customer Success
Complaint Management
Information Management
Communication
Requirements Analysis
Continuous Improvement
Issue Resolution
Problem Solving
Billing
Interpersonal
Time Management
Customer Relationship Management
Technical Support
Issue Escalation
**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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