Customer Service Support Advisor

The Customer Service Advisor 2 assists customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Groups solution portfolio with some supervision.

1. Assists in the implementation of specific Customer Service management plans under supervision.
2. Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Groups resource pool, within guidelines and with some supervision
3. Gathers customer information and performs analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
4. Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
5. Assists in the implementation of continuous improvement opportunities to improve the customer service team processes.

Billing

Communication

Complaint Management

Continuous Improvement

Customer Relationship Management

Decision Making

Escalation Management

Growth Mindset

Inclusive Leadership

Information Management

Issue Resolution

Problem Solving

Requirements Analysis

Stakeholder Management

Technical Support

Time Management