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