Trainee Customer Service Associate

Role & responsibilities

To resolve the queries / concerns being raised by the customer promptly and accurately in line with the agreed SLAs.

The work will be allocated in the queue in the form of Chat or back office wherein an individual will be responsible to resolve the concerns / queries raised or have to provide accurate information to the customer.

This involves working on chat & back office (inbound and outbound) queues basis the alignment.

Need to understand the customer query / concern and take appropriate action accordingly.

This can involve a certain amount of investigative work, checking for process via different tools.

Working as part of a team to consistently deliver good customer experience / satisfaction and operational targets including quality measures.

• To take chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.
• To ensure prompt and accurate information being provided with appropriate resolution
• To achieve operational targets as defined by for the process
• To maintain queue levels to agreed SLA targets levels
• To achieve and maintain a good knowledge/capability of BT systems. • When dealing with customers aspire to deliver an excellent customer experience via. Chats or back office.

• To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams • To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process