BT Associate in Gurugram, India

Purpose Of Role:

To provide very high levels of customer service to UK based customers via Inbound and Outbound service calls. The role requires exceptionally high standard of English language skills

Key Responsibilities:

• To receive calls from UK based customers and respond to customer service issues in a professional and efficient manner

• To make outbound service calls to UK based customer in response to service issues or queries

• To handle customer cases which may include queries, orders or complaints and will require making direct voice and written contact with the customer.

• To ensure that the customer receives an excellent experience through the highest standard of English language interaction.

• To ensure prompt and accurate response to customer issues.

• To achieve operational targets as defined by the customer units.

• To maintain queue levels to agreed SLA targets levels

• To achieve and maintain a good knowledge/capability of BT systems which are used for the role

• To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team

• To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.

• 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 relevant community

• Adhere to relevant shift patterns

• Take responsibility for personal development and drive own performance

Business Impact:

  • Functional in scope but deals directly with customer.

Authority/Decision Making:

  • Uses judgement to resolve individual issues while adhering to pre-defined process and guidance.

Qualifications:

  • Primary degree level

Skills/Experience:

  • Track record of providing high end Customer service in a similar operation

  • Platinum level English language skills both verbal, written

  • Ability to deal with customer issues professionally, calmly, efficiently, effectively to high level of customer satisfaction

Job: Customer Service and Contact Centres

Title: Associate

Location: India-India-Gurugram-Gurugram

Requisition ID: 75279