Associate
BT Group
Gurugram, India
4d ago

Associate

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

KEY PURPOSE OF ROLE

  • 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 Chat, back office or Voice work wherein an individual will be responsible to resolve the concerns / queries raised or have to provide accurate information to the customer.
  • This involves working on chat, back office & Voice (inbound and outbound) queues basis the alignment. Need to understand the customer query / concern and take appropriate action accordingly.
  • This can involve a certain amount of investigative work, checking for process via different tools.

  • Working as part of a team to consistently deliver good customer experience / satisfaction and operational targets including quality measures.
  • KEY RESPONSIBILITIES

    To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.

    To ensure prompt and accurate information being provided with appropriate resolution

    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. Chats, back office or on calls.

    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

    We'll also need to see these on your CV

    ESSENTIAL SKILLS

    Experience in customer service in a Call Centre environment

    Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multi-tasking skills

    Be flexible to work in rotational shifts

    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 recognise the customers’ needs

    Good self-management (Attendance / Break Management / Adherence / AHT / Wrap)

    PC literate with good system navigation skills

    Good Problem solving

    Good MS Office (Excel, Word, Outlook) skills

    Qualifications

    Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders .

    Logical reasoning skill

    Competence in Windows based tools (Outlook / Word / Excel / Access)

    Why choose us?

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

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