FAQs
What are the primary responsibilities of a Customer Service Support Advisor?
The primary responsibilities include assisting in the implementation of Customer Service management plans, creating value-based relationships with customers, gathering customer information for analysis, executing existing procedures to achieve objectives, and assisting in continuous improvement opportunities.
What skills are essential for this role?
Essential skills include billing, communication, complaint management, continuous improvement, customer relationship management, decision making, escalation management, problem solving, and time management, among others.
Is there any supervision required in this role?
Yes, this role requires some supervision, especially in the implementation of customer service management plans and while creating customer relationships.
How does this role contribute to customer service excellence?
This role contributes to customer service excellence by leveraging the BT Group's resources, understanding customer needs, providing service insights, and implementing process improvements for better customer experiences.
What kind of mindset is expected from a Customer Service Support Advisor?
A growth mindset is expected, which includes the ability to experiment, identify opportunities for growth, and continuously seek improvements for both personal and organizational development.
Are there specific leadership standards that a Customer Service Support Advisor should adhere to?
Yes, the leadership standards include promoting inclusivity, owning outcomes, delivering value for customers, demonstrating commercial savvy, and building diverse future-ready teams.
What is the approach towards continuous improvement in this role?
Continuous improvement opportunities are sought after to enhance customer service team processes, ensuring better efficiency and effectiveness in managing customer issues.
What channels will I be assisting customers through?
You will assist customers across all channels, ensuring comprehensive support and service excellence.
Are there opportunities for growth within this position?
Yes, the role emphasizes a growth mindset and encourages identifying personal and organizational growth opportunities.
What does problem-solving look like in this role?
Problem-solving involves analyzing customer needs, gathering relevant information, and executing appropriate solutions to efficiently manage and resolve customer issues.