Customer Service Support Advisor

BT Group; Chennai District; On-site; INR 350,000 - 420,000; Full time

Job summary

BT Group in Chennai, India, seeks a Customer Service Advisor 2 to assist customers across channels, delivering value through support excellence and expertise in the BT Group's solution portfolio under supervision.

You will gather customer information, analyze needs, and provide insights to improve issue management, while helping implement continuous improvement initiatives within the customer service team, and ensuring customer satisfaction.

Responsibilities

• Assists in implementing specific Customer Service management plans.
• Gathers customer information and analyzes needs to provide insights.
• Supports ongoing customer service objectives under supervision.
• Contributes to continuous improvement of customer service processes.
• Delivers value-based customer interactions across channels.

Job description

About the role

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

What you'll be doing

• 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 Group's 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.