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The Customer Service Professional supports customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio.
Job Responsibility:
Supports the implementation of specific customer service management plans, ensuring customer value realisation, retention and renewals
Monitors and supports the reporting of customer service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards
Supports and participates in building value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool
Executes a range of customer, operational, project and service activities within the Customer Service team and other related teams, within guidelines and policies
Supports in the implementation of ways to improve working processes within the area of customer service responsibility