FAQs
What does the Customer Service Support Advisor do?
The Customer Service Support Advisor assists customers across various channels, delivering value and success through support excellence and expertise regarding the BT Group's solution portfolio, with some supervision.
What skills are required for the Customer Service Support Advisor position?
Required skills include billing, communication, complaint management, continuous improvement, customer relationship management, decision making, escalation management, a growth mindset, inclusive leadership, information management, issue resolution, problem solving, requirements analysis, stakeholder management, technical support, and time management.
Are there opportunities for continuous improvement in this role?
Yes, the role includes assisting in the implementation of continuous improvement opportunities to enhance customer service team processes.
How does this position contribute to customer relationship management?
The Customer Service Support Advisor creates value-based relationships with customers to optimize service, understanding their needs, and providing insights for efficient management of customer issues.
What is the work environment like for the Customer Service Support Advisor?
The work environment typically involves a mix of supervised tasks, team collaboration, and customer interaction across multiple channels.
What leadership standards are expected from the Customer Service Support Advisor?
The expected leadership standards include leading inclusively and safely, owning outcomes, delivering for the customer, being commercially savvy, embracing a growth mindset, and building diverse future-ready teams.
Is there a focus on customer satisfaction in this role?
Yes, the role involves executing on clear priorities that enhance value for customers and the wider business, aiming for high levels of customer satisfaction.
What kind of decisions does the Customer Service Support Advisor need to make?
The Customer Service Support Advisor needs to make decisions that benefit the broader organization while addressing customer needs and issues effectively.
Is training provided for this role?
Yes, training is typically provided to ensure the advisor is well-versed in the BT Group's solution portfolio and customer service procedures.
Is teamwork encouraged in this position?
Yes, teamwork is encouraged, as the role involves leveraging the BT Group's resource pool and collaborating with other team members to optimize customer service.