Associate - Voice jobs in Kolkata at BT

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

About This Role

Role involves working on chat, back office & Voice (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

You'll Have The Following Responsibilities

To take calls, 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, back office or on calls.

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.

You'll Have The Following Skills & Experience

Provide Experience in customer service in a Call Centre environment.
Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multi-tasking skills.
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.

COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.

About BT

Benefits

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How To Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

Job function

Customer service

Main location

India-India-Kolkata

Schedule

Full-time

Working pattern

Standard

Salary

Competitive

Closing date

Ongoing