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
This can involve a certain amount of investigative work, checking for process via different tools.
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
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
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.