Customer Service Support Advisor – BT Group – Full Job Description
Company: BT Group
Location: Gurugram, Haryana
Job Type: Full-time
Salary: Negotiable
Job Title: Customer Service Support Advisor
Job Req ID: 44732
Posting Date: 20 Mar 2025
Function: Business Services & Operations
Unit: Finance & Business Services
Location: Building No 14 Sector 24 & 25A, Gurugram, India
Salary: Competitive
Why this job matters:
The Customer Service Advisor 2 assists customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group’s solution portfolio with some supervision.
What you’ll be doing:
- Assists in the implementation of specific Customer Service management plans under supervision.
- Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group’s resource pool, within guidelines and with some supervision
- Gathers customer information and performs analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
- Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
- Assists in the implementation of continuous improvement opportunities to improve the customer service team processes.
The skills you’ll need:
- Billing
- Communication
- Complaint Management
- Continuous Improvement
- Customer Relationship Management
- Decision Making
- Escalation Management
- Growth Mindset
- Inclusive Leadership
- Information Management
- Issue Resolution
- Problem Solving
- Requirements Analysis
- Stakeholder Management
- Technical Support
- Time Management
Our leadership standards:
Looking in: Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out: Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future: Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
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