Digital Voice Success Agent - End-to-End Customer Care

BT plc; Glasgow; On-site; GBP 29,000 - 35,000; Full time

Job summary

BT plc in Glasgow is seeking a confident Customer Success Agent to manage business customer journeys for products like Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handling inbound queries, resolving issues and validating first bills.

You will work with specialist teams to keep cases moving toward resolution, communicating clearly and maintaining accurate records.

Qualifications

• Strong customer service skills with empathetic communication.
• Own customer cases end-to-end including escalations.
• Work across multiple systems and keep accurate records.
• Resolve first-contact issues and improve first bill checks.
• Explain technical information clearly and spot opportunities to add value.
• Willingness to learn new products, processes and BT networks knowledge helpful.

Responsibilities

• Take ownership of customer journeys from order through activation and Early Life.
• Handle inbound queries and resolve issues and complaints.
• Validate first bills and coordinate with specialist teams to move cases to resolution.
• Explain products and services clearly to customers and ensure accurate records.

Skills

Customer service

End-to-end ownership

System navigation

First Contact Resolution

Communication

Learning agility

Tools

BT systems

Job description

BT plc in Glasgow is seeking a confident Customer Success Agent to manage business customer journeys for products like Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handling inbound queries, resolving issues and validating first bills.

You will work with specialist teams to keep cases moving toward resolution, communicating clearly and maintaining accurate records.