Customer Success Agent: End-to-End Broadband & Digital Voice

BT Group; Glasgow; On-site; GBP 24,000 - 32,000; Full time

Job summary

BT Group in Glasgow is seeking a confident Customer Success Agent to own end-to-end business customer journeys across Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handle inbound queries, resolve issues and validate first bills, and collaborate with specialist teams to keep cases moving toward resolution.

A focus on First Contact Resolution and clear explanations of technical information is essential.

Qualifications

• Strong customer service skills with empathetic communication.
• Ability to own customer cases end-to-end including escalations.
• Experience across multiple systems and keeping records accurate.
• Focus on First Contact Resolution and clear explanations of technical info.
• Willingness to learn new products, processes and systems quickly.

Responsibilities

• Own business customer journeys across Broadband, BTnet and Digital Voice.
• Support customers from order through activation and Early Life.
• Handle inbound queries, resolve issues and validate first bills.
• Collaborate with specialist teams to move cases to resolution.
• Focus on First Contact Resolution and explaining technical information clearly.

Skills

Customer service

End-to-end ownership

Escalation management

Multi-system navigation

Record keeping

First Contact Resolution

Clarifying technical info

Learning agility

Value-add opportunities

Job description

BT Group in Glasgow is seeking a confident Customer Success Agent to own end-to-end business customer journeys across Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handle inbound queries, resolve issues and validate first bills, and collaborate with specialist teams to keep cases moving toward resolution.

A focus on First Contact Resolution and clear explanations of technical information is essential.