Gcb Operations Associate

2 weeks ago

Gurgaon, India BT Group Full time

GCB Operations Associate

**Job Req ID**:14636**Posting Date**:20-Apr-2023**Function**:Business Operations**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive**Why this job matters**:
Your role is key to the success of our business unit. You will play an important part of a team. You will carry out a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers. You will perform daily, weekly and monthly tasks to a high standard to ensure operational delivery against SLAs, and you will provide regular input into key KPIs.- You will build on experience within your domain and offer good support to team leaders and the GBS management community. You will be offered opportunities to develop both professionally and personally.- As Part of the Enquiries Team your primary responsibilities are professionally handling all inbound / online customer contacts, investigating, and resolving customer enquiry/dispute cases ensuring any barriers are removed so payment of outstanding bills can be made at the earliest opportunity. Providing excellent in the moment listening and business conversational communication skills, completing tasks and activities with a quality service wrap are vital attributes so there is a positive impact on customer satisfaction and net promoter key performance indicators.
- The post holder will be expected to have a proactive relationship with their colleagues from Sales, Service, Contract Management, Finance function and also other key stakeholders to ensure the end-to-end service we offer to customers is seamless.- Enhancing customer satisfaction and business net promoter scores are essential by offering a quality service, ensuring there’s no need for repeat occurrences and also being a ‘Right First Time’ advocate at all times.**Role Code-** ARVSFC
- **Career Level-** F
- **No of positions-** 4
- **Hiring Manager-** Sumit Singh
- **Recruiter**:

- Gunjan ChhabraWhat I’ll be doing - your accountabilities

**Key Responsibilities**:

- Resolve enquiries from customer and stakeholder and aim to resolve in a professional, quality manner, within agreed targets.
- Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales
- Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
- Ensuring all communication with our customers is clear and concise and always portrays BT in a positive and professional image.
- Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines.
- Receive and effectively handle inbound calls and eCHAT contacts, identifying and resolving first point of contact enquiry/dispute scenarios within agreed timescales and in a quality manner
- The ability to listen and respond to specific stated / unstated customer needs during the telephone calls
- Ensure prompt and accurate information is obtained with excellent decision-making skills
- Ability to work at speed and maintain high levels of accuracy/quality
- Understand customers’ needs quickly with a right first-time mindset
- Deliver excellent customer satisfaction measured through ASAT/NPS scores
- The ability to escalate effectively where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience
- The ability to use process guidelines effectively but also to think laterally when needed to help customers
- Attending conference calls/meetings/1:1’s/forums when/where required
- Supporting your colleagues, Line Manager and the wider BT functions
- Capturing dispute details and ensure they route to the correct enquiries team for resolution.
- Invoicing and supporting activities related to billing systems
- Also at the same time, analyze the process, identify the process gaps, and try streamlining it. Support and participate in process improvement opportunities
- To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
- Executing daily, weekly, and monthly tasks to ensure operational delivery
- Responsible for workflow activities of all requests and manage enquiries to completion
- When dealing with customers (internal or external) aspire to deliver an excellent customer experience
- Understand and follow relevant and appropriate legal, regulatory and compliance guidance including audit documentation, seeking support if needed
- Take responsibility for personal development and drive own performance
Skills required for the job
- Strong/fluent business English communication skills (oral and writing)
- Proficient in dealing with information requests, potential disputes, and complaint scenarios
- Ability to work in a fast paced highly productive team, meeting both productivity and quality targets.
- Business writing skills and

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