Virtual Customer Relationship Assistant

About the Company

BT Group is one of the world’s leading communications services companies, connecting people, businesses, and organisations across the globe. With a rich heritage of innovation, we are at the forefront of delivering cutting-edge solutions in broadband, mobile, TV, and IT services. We are committed to fostering a diverse and inclusive environment where every employee can thrive and contribute to our mission of building a better connected future.

Job Description

We are seeking a highly motivated and customer-focused Virtual Customer Relationship Assistant to join our dynamic team. This is a 100% remote position, allowing you to work from the comfort of your home anywhere in the UK, provided you have a stable internet connection and a dedicated workspace. In this role, you will be the first point of contact for our valued customers, providing exceptional support and building lasting relationships. You will assist customers with a wide range of enquiries, resolve issues efficiently, and guide them through our products and services, ensuring a positive experience with every interaction.

Key Responsibilities

• Provide outstanding customer service via phone, email, and chat, addressing enquiries and resolving complaints promptly and professionally.
• Proactively build and maintain strong customer relationships by understanding their needs and offering tailored solutions.
• Educate customers on BT Group's products, services, and new offerings.
• Document all customer interactions and resolutions accurately in the CRM system.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Adhere to company policies and procedures, ensuring compliance and data security.
• Continuously learn and adapt to new product features and customer service best practices.

Required Skills

• Proven experience in a customer service or customer relationship role (minimum 18 months).
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Proficiency in using CRM software and other customer service tools.
• Ability to empathize with customers and maintain a positive attitude under pressure.
• Reliable high-speed internet connection and a quiet, dedicated home workspace.
• Comfortable working independently in a remote environment.

Preferred Qualifications

• Experience in the telecommunications industry.
• Familiarity with BT Group's product portfolio.
• Proficiency in additional languages (e.g., Welsh, French, German).
• Experience with virtual communication and collaboration tools.

Perks & Benefits

• Competitive annual salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and public holidays.
• Company pension scheme.
• Opportunities for professional development and career progression.
• Employee discounts on BT Group products and services.
• Supportive virtual team environment and regular team-building activities.

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