BT looking for Campus Trainee Apprentice Program
Experience Needed: Freshers
Why this role matters:
To resolve the queries / concerns being raised by the customer promptly and accurately in line with the agreed SLAs. The work will be allocated in the queue in the form of Chat or back office wherein an individual will be responsible to resolve the concerns / queries raised or have to provide accurate information to the customer.
This involves working on chat & back office (inbound and outbound) queues basis the alignment. Need to understand the customer query / concern and take appropriate action accordingly. This can involve a certain amount of investigative work, checking for process via different tools.
Working as part of a team to consistently deliver good customer experience / satisfaction and operational targets including quality measures.
To take chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.
To ensure prompt and accurate information being provided with appropriate resolution
To achieve operational targets as defined by for the process
To maintain queue levels to agreed SLA targets levels
To achieve and maintain a good knowledge/capability of BT systems.
When dealing with customers aspire to deliver an excellent customer experience via. Chats or back office.
To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams
To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
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 Digital Care Community
Adhere to relevant shift patterns and break schedules
Take responsibility for personal development and drive own performance
Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multi-tasking skills
Be flexible to work in rotational shifts
Good questioning and listening skills
Good empathy and customer ownership skills
Good cross-cultural awareness to be able to effectively communicate with UK customers
Good objection handling/diffusing/complaint handling skills
Good customer interaction skills with the ability to recognise the customers’ needs
Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
PC literate with good system navigation skills
Good Data input skills
Good Problem solving
Good MS Office (Excel, Word, Outlook) skills