About the Company
BT Group is one of the world’s leading communications services companies, with operations in over 180 countries. We provide products and services that connect millions of customers across the UK and beyond, from broadband and mobile to cutting-edge digital solutions for businesses. Our mission is to connect for good, using the power of communication to make a better world. Join us and be part of a team that’s innovating and making a real difference in people’s lives every day.
Job Description
We are seeking a dedicated and empathetic Remote Customer Service Representative to join our dynamic team. This is a 100% remote, full-time position, allowing you to work from the comfort of your home within the United Kingdom. As a key point of contact for our customers, you will be responsible for providing exceptional support across a range of inquiries, ensuring a positive experience with every interaction. You will play a crucial role in maintaining customer satisfaction and loyalty by efficiently resolving issues, answering questions, and guiding customers through our products and services.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Diagnose and resolve technical issues, billing questions, and service concerns.
- Provide clear and accurate information about BT's products, services, and promotions.
- Maintain detailed and accurate records of customer interactions and resolutions.
- Escalate complex issues to appropriate internal departments when necessary.
- Identify opportunities to enhance the customer experience and contribute to process improvements.
- Adhere to company policies, procedures, and service level agreements.
- Participate in ongoing training and development programs to stay updated on product knowledge and service standards.
Required Skills
- Excellent verbal and written communication skills.
- Proven ability to empathize with customers and de-escalate challenging situations.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently in a remote environment with minimal supervision.
- Reliable high-speed internet connection and a quiet home office setup.
- At least 1 year of experience in a customer service role.
Preferred Qualifications
- Previous experience in the telecommunications or technology industry.
- Familiarity with BT Group's products and services.
- Experience with multi-channel customer support (phone, chat, email).
- A passion for technology and helping others.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday allowance.
- Employee discounts on BT products and services.
- Opportunities for career growth and professional development.
- Access to an extensive online learning platform.
- A supportive and collaborative remote work culture.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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