Customer Service Support Advisor

Why this job matters The Customer Service Advisor 2 assists customers across all channels delivering customer value and success through support excellence and expertise regarding the BT Groups solution portfolio with some supervision What youll be doing Assists in the implementation of specific Customer Service management plans under supervision Assists in creating valuebased relationships with customers to optimise customer service whilst leveraging the BT Groups resource pool within guidelines and with some supervision Gathers customer information and performs analysis and understands customer needs to provide customer service insight for the efficient management of customer issues Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team Assists in the implementation of continuous improvement opportunities to improve the customer service team processes The skills youll need Billing Communication Complaint Management Continuous Improvement Customer Relationship Management Decision Making Escalation Management Growth Mindset Inclusive Leadership Information Management Issue Resolution Problem Solving Requirements Analysis Stakeholder Management Technical Support Time Management Our leadership standards Looking in Leading inclusively and Safely I inspire and build trust through selfawareness 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 decisionmaking 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 futureready teams where all individuals can be at their best Locations DLF IT Park Phase II IIF 1 Kolkata India