BT Group
Kolkata, India
8d ago

Purpose Of Role :

To respond to customer issues received through a queue system and deal with each one in line with business standards and resulting in high level of customer satisfaction on a consistent and ongoing basis .

Key Responsibilities :

  • To process, fix or unblock orders / queue items accurately and deal with complaints appropriately, in line with agreed process, procedures and timelines.
  • To handle customer cases which may include orders or complaints and which require making direct contact with the customer through a variety of contact formats.
  • 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
  • When dealing with customers aspire to deliver an excellent customer experience at all times
  • 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 :
  • Any Graduate
  • Skills / Experience : Customer service background

    Customer service background

    High level of English language skills both verbal, written

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

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