Purpose Of Role :

- To respond to customer issues received through a queue system and deal with each one in line with business standards and resulting in a high level of customer satisfaction on a consistent and ongoing basis .

- To process, fix or unblock orders/queue items accurately and deal with complaints appropriately, in line with agreed process, procedures and timelines.

- To handle customer cases which may include orders or complaints and which require making direct contact with the customer through a variety of contact formats.

- To ensure prompt and accurate response to customer issues.

- To achieve operational targets as defined by the customer units.

- To maintain queue levels to agreed SLA targets levels

- To achieve and maintain a good knowledge/capability of BT systems which are used for the role

- When dealing with customers aspire to deliver an excellent customer experience at all times

- To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team

- To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.

- To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.

- Share best practice within the team and across the relevant community

- Adhere to relevant shift patterns

- Take responsibility for personal development and drive own performance

- Functional in scope but deals directly with customers.

- Uses judgement to resolve individual issues while adhering to pre-defined process and guidance.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.