About this 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.
You'll have the following 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
You'll have the following 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
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission.
Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT