Customer Service Support Advisor

Role & 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 team

Preferred candidate profile

Provide Experience in customer service in a Call Centre environment • Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multitasking skills • 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)