Job Description – Customer Service Support Advisor

Job Title - Customer Service Support Advisor

Career Level – F

Job Dimensions - To resolve the queries / concerns being raised by the customer promptly and accurately in line with the agreed SLAs. The work will be allocated in the queue in the form of Voice work wherein an individual will be responsible to resolve the concerns / queries raised or need to provide accurate information to the customer.

Key Responsibilities

• To take calls and work promptly within agreed timescales and in line with agreed
• To ensure prompt and accurate information being provided with appropriate process and procedures.
• To achieve operational targets as defined by for the process.
• To maintain queue levels to agreed SLA targets levels.
• To achieve and maintain a good knowledge/capability of BT systems.
• When dealing with customers aspire to deliver an excellent customer experience via.
• To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams.
• To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process.
• To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
• Share best practice within the team and across the Digital Care Community.
• Adhere to relevant shift patterns and break schedules.
• Take responsibility for personal development and drive own performance.

Skills Required

• Provide Experience in customer service in a Call Centre environment.
• Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multitasking skills
• Good questioning and listening skills.
• Good empathy and customer ownership skills
• Good cross-cultural awareness to be able to effectively communicate with UK customers.
• Good objection handling/diffusing/complaint handling skills
• Good customer interaction skills with the ability to recognize the customers’ needs.
• Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
• Delivery of service against all BT/GBS/Contract/Customer performance and RFT SLAs
• PC literate with good system navigation skills.
• Good Data input skills
• Good Problem solving.

Connected Leaders Behaviour:

• Collaborative partner
• Solution-focused achiever

Experience Required

• Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders.
• 0 - 2 years of experience in similar role.
• Logical reasoning skill
• Competence in Windows based tools (Outlook/Word/Excel/Access)
• Graduate in any stream