BT Jobs 2023 – Customer Service Agent

About the job

Job Req ID:

3071

Posting Date:

06-Oct-2023

Function:

BT contact centres

Location:

Belfast Contact Centre, Belfast (N.I), United Kingdom

Salary:

22,000.00

The Role – IP Comms Advisor

Business Provision and Cloud Customers Services is an exciting, fast growing and Fast changing business and provides a fantastic opportunity to support both existing and new customers to BT Enterprise with our Cloud telephony products.

The operating hours are Monday – Sunday 8am – 8pm with shifts that will fall between this window. This role is based in the Belfast Riverside Tower contact centre.

You’ll Have The Following Responsibilities

• Be the first point of contact for customers calling into the Business Provision and Cloud Customers Services team. This could be either by phone, WhatsApp or email.
• Help shape the customer experience as the first point of contact into BT, providing customers with timely and relevant information aiming to resolve all queries on first contact.
• Support the Cloud Customers Services team in making sure every customer gets the best possible level of service from the moment they contact us about an existing order, a billing query, fault or enhancements or upgrades to their existing portfolio.
• Understand the technical aspects of the product to ensure customer queries and issues can be dealt with effectively, supported by the relevant systems.
• Handle a broad variety of contacts and enquiries and issues from our Business customers from order progression, billing queries that maybe preventing bill payment, potential fault scenarios or upgrades to their existing portfolio.
• Protect customers by following correct contact validation procedures and record all customer contacts using correct procedures
• Use simple diagnostic techniques via diagnostic flows to identify fault root cause and resolve if you can
• Book service requests with suppliers such as Openreach/ BT Wholesale, using the correct procedure to ensure it can be actioned right first time
• Pass complex faults to Tier 2 using the correct procedure to ensure it can be resolved right first time
• Record all incidents correctly and accurately
• Resolve simple billing enquiries such as taking payments and setting up direct debits

What We Are Looking For

• Experience of following set guidance and procedures when contacting customers and recording customer detail ensuring DPR is followed
• Experience of supporting customer escalations and complaints and resolving
• Great attention to detail
• Great customer service and resolution skills – a desire to own and sort out customer issues
• Excellent communications skills, driven by customers’ needs and product belief – be a great team player to ensure you and your colleagues achieve team targets
• A professional, can do attitude with a natural desire to learn new skills
• Excellent keyboard and PC skills, including navigation of system applications with data input, i.e. Microsoft Office suite

Wondering what’s in it for you?

Being part of the BT family brings a huge number of benefits including the below:

• Competitive salary of £22,500
• 22 days paid annual leave with option to purchase additional
• 3 months paid sick benefits
• Smart working (3 days office based in the Belfast contact centre, 2 days home working)
• Discounted employee broadband, mobile and TV packages
• Friends & Family EE mobile discounts
• Business provided Laptop
• Share options and pension scheme programmes
• Flexible benefits portal
• Access to the LinkedIn Learning academy