BT Group Looking for Service Desk Analyst at Kolkata, West Bengal

BT Group; Kolkata; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

An established industry player seeks a dedicated customer service professional to enhance communication and customer satisfaction. In this pivotal role, you will engage with customers, addressing their inquiries and ensuring a seamless service experience. Your interpersonal skills and technical knowledge will be essential as you navigate customer interactions and collaborate with various teams to uphold service excellence. Join a dynamic environment where your contributions will help shape a better world through effective communication and service delivery. This role promises growth opportunities and the chance to make a real impact in the lives of customers.

Qualifications

• Strong customer-facing skills with a polite telephone manner.
• Ability to multitask and manage time effectively.

Responsibilities

• Respond to service issues from UK-based customers professionally.
• Manage customer incidents and service requests via voice and email.

Skills

Interpersonal Skills

Customer Service

Time Management

Technical Skills (Active Directory, Remedy, Cisco)

ITIL V4 Foundation

Tools

Active Directory

Remedy

Cisco

Job description

Job Req ID: 10834

Posting Date: 02-Feb-2023

Function: Customer Service

Location: Rajarhat, North 24 pgs, Kolkata, India

Salary: within range

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics to supporting the emergency services, we take pride in everything we do – and in the people who work here. We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. Guided by our core values of Personal, Simple and Brilliant, our goal is to help customers, communities, and businesses overcome barriers and release their potential.

Why this role matters

Our purpose is to use the power of communication to make a better world. The difference you can make in this role is to provide great communication skills and a positive attitude to give our customers the best experience possible.

What you’ll be doing

Service Operations is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services. This is a mission-critical customer service role that requires good customer business knowledge and the relevant skill set to manage customer interactions in line with agreed policies, processes, and procedures.

You’ll be Responsible:

1. Receiving calls from UK-based customers and responding to service issues professionally.
2. Making outbound service calls to UK-based customers in response to service issues or queries.
3. Managing all email call/request ingress.
4. Handling customer incidents/service requests requiring voice and written contact.
5. Ensuring excellent customer experience through high standards of English language interaction.
6. Achieving operational targets as defined by customer units.
7. Maintaining queue levels to agreed SLA targets.
8. Completing/participating in ad-hoc projects to drive efficiencies in Customer Service.
9. Supporting and taking guidance from the manager.
10. Managing incidents with all 3rd party vendors and internal customers.
11. Monitoring and tracking the progress of incidents/service requests.
12. Maintaining relationships with interfacing business functions and IT departments.

The skills & experience you need

SKILLS/CAPABILITIES:

1. Customer-facing with good interpersonal skills and a polite telephone manner.
2. Business awareness and understanding of the business environment.
3. Good time management and ability to multitask.
4. Technical skills related to internal systems, Active Directory, Remedy, and Cisco.
5. Basic understanding of ITIL V4 Foundation.

CONTINUAL IMPROVEMENT:

Take ownership for personal development and strive to continually improve existing skills to enhance performance within the job role.

MANDATORY REQUIREMENTS OF THE JOB HOLDER:

1. Identify potential business opportunities for the Company.
2. Accurately implement and work in line with Company policies and procedures.
3. Project a professional image at all times.
4. Ensure confidentiality of Company matters.
5. Carry out additional responsibilities as requested by the Management Team.