Job Description

Dear Candidate,
We have a job opening for one of our client for below mentioned position.

Role : Associate
Experience : 3 to 7 Yrs
Location : Gurugram

Job Title : Associate

Description :

Purpose Of Role:

To provide very high levels of customer service to UK based customers via Inbound and Outbound service calls. The role requires exceptionally high standard of English language skills

Key Responsibilities:

--> To receive calls from UK based customers and respond to customer service issues in a professional and efficient manner
--> To make outbound service calls to UK based customer in response to service issues or queries
--> To handle customer cases which may include queries, orders or complaints and will require making direct voice and written contact with the customer.
--> To ensure that the customer receives an excellent experience through the highest standard of English language interaction.
--> To ensure prompt and accurate response to customer issues.
--> To achieve operational targets as defined by the customer units.
--> To maintain queue levels to agreed SLA targets levels
--> To achieve and maintain a good knowledge/capability of BT systems which are used for the role
--> To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team
--> To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.
--> To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
--> Share best practice within the team and across the relevant community
--> Adhere to relevant shift patterns
--> Take responsibility for personal development and drive own performance

Business Impact:

Functional in scope but deals directly with customer.

Authority/Decision Making:

Uses judgement to resolve individual issues while adhering to pre-defined process and guidance.

Qualifications:

Primary degree level

Skills/Experience:

Track record of providing high end Customer service in a similar operation
Platinum level English language skills both verbal, written
Ability to deal with customer issues professionally, calmly, efficiently, effectively to high level of customer satisfaction
Job: Customer Service and Contact Centres
Title: Associate
Location: India-Gurugram

Department : Voice
Industry : BPO
Skills : communication

Recruiter Details
Company name : BT
Company discription : BT is one of the world's leading communications services companies. We serve the needs of customers in the UK and in 180 countries worldwide. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.