Virtual Customer Relationship Assistant

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. Our main activities are in the UK, where we provide 28 million lines, 10 million broadband connections and sell around 17 million mobile subscriptions. We connect people and businesses across the globe, and we believe in the power of connection to create a better world. Joining BT means being part of a team that’s innovating for the future, whether it’s fibre broadband, 5G, or brilliant customer service.

Job Description

Are you passionate about helping people and thrive in a dynamic, supportive environment? BT Group is looking for an enthusiastic Virtual Customer Relationship Assistant to join our dedicated team. In this 100% remote role, you will be the first point of contact for our valued customers, providing exceptional support, resolving queries, and ensuring a positive experience with BT. You’ll handle a variety of customer interactions, from technical support to billing inquiries, always aiming to build strong, lasting relationships. If you’re a problem-solver with excellent communication skills and a desire to contribute to a leading global brand from the comfort of your home, we encourage you to apply!

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Provide accurate information and solutions regarding BT products, services, and accounts.
• Resolve customer complaints and issues efficiently and courteously, escalating when necessary.
• Educate customers on self-service options and new product features.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with other departments to ensure seamless customer service delivery.
• Proactively identify opportunities to enhance customer satisfaction and loyalty.
• Adhere to company policies and procedures, including data privacy and security guidelines.

Required Skills

• Exceptional verbal and written communication skills.
• Proven ability to empathize with customers and de-escalate difficult situations.
• Strong problem-solving and critical thinking abilities.
• Proficiency with customer relationship management (CRM) software and general computer applications.
• Ability to work independently and manage time effectively in a remote setting.
• Resilience and adaptability in a fast-paced work environment.
• High-speed, reliable internet connection and a dedicated quiet workspace at home.
• Basic understanding of telecommunications products and services.

Preferred Qualifications

• Previous experience in a remote customer service or call center role.
• Experience with specific BT products or services.
• Proficiency in an additional language relevant to our customer base.
• Familiarity with digital collaboration tools (e.g., Microsoft Teams, Slack).
• A diploma or degree in a relevant field (e.g., Business Administration, Communications).

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Generous annual leave allowance.
• Comprehensive health and wellness programs.
• Pension scheme with company contributions.
• Employee discounts on BT products and services.
• Opportunities for career growth and professional development.
• Access to extensive online learning platforms.
• Flexible remote work environment.
• Supportive and inclusive company culture.

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