Cloud Customer Service Agent
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.
About this role
Business Provision and Cloud Customers Services is an exciting, fast growing and Fast changing business and provides a fantastic opportunity to support both existing and new customers to BT Enterprise with our cloud telephony products.
The operating hours are Monday - Sunday 8am - 8pm, with shifts that fall between this window.
You'll have the following responsibilities
Be the first point of contact for customers calling into the Business Provision and Cloud Customers Services team. This could be either by phone, WhatsApp or email. Help shape the customer experience as the first point of contact into BT, providing customers with timely and relevant information aiming to resolve all queries on first contact. Support the Cloud Customers Services team in making sure every customer gets the best possible level of service from the moment they contact us about an existing order, a billing query, fault or enhancements or upgrades to their existing portfolio. Understand the technical aspects of the product to ensure customer queries and issues can be dealt with effectively, supported by the relevant systems. Handle a broad variety of contacts and enquiries and issues from our Business customers from order progression, billing queries that maybe preventing bill payment, potential fault scenarios or upgrades to their existing portfolio. Protect customers by following correct contact validation procedures and record all customer contacts using correct procedures Use simple diagnostic techniques via diagnostic flows to identify fault root cause and resolve if you can Book service requests with suppliers such as Openreach/ BT Wholesale, using the correct procedure to ensure it can be actioned right first time Pass complex faults to Tier 2 using the correct procedure to ensure it can be resolved right first time Record all incidents correctly and accurately Resolve simple billing enquiries such as taking payments and setting up direct debits You'll have the following skills & experience
Experience of following set guidance and procedures when contacting customers and recording customer detail ensuring DPR is followed Experience of supporting customer escalations and complaints and resolving Great attention to detail Great customer service and resolution skills – a desire to own and sort out customer issues Excellent communications skills, driven by customers’ needs and product belief - be a great team player to ensure you and your colleagues achieve team targets A professional, can do attitude with a natural desire to learn new skills Excellent keyboard and PC skills, including navigation of system applications with data input, i.e. Microsoft Office suite Benefits
At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:
Competitive salary of £22,500 22 days paid annual leave with option to purchase additional 3 months paid sick benefits Smart working (3 days office, 2 days home working) Discounted employee broadband, mobile and TV packages Friends & Family EE mobile discounts Business provided Laptop Access to the LinkedIn Learning academy
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, to investing more into research than any other UK technology company, 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. And we're on a mission. 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.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT