Bt Recruitment – Service System & Customer Delivery

Job Description:

You can make a real difference in this role you will be the first port of call to impress our customers! This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

Job Responsibilities:

• Close the loop with escalations and complaints
• Lead role on products/services, providing high level of technical expertise to customers both internal/external
• Provide SME function for customers and customer solutions
• Highly professional customer service interactions
• Create and maintain knowledge management
• Perform technical diagnostics and resolve incidents at first point of contact where possible
• Train members of the team on new products/services
• Complete up to 2nd line diagnostics including but not exclusive to router diagnostics

Job Requirements:

• Excellent customer service skills, with ability to knock down barriers to customer delivery
• Excellent organisational and communication skills
• Experience of service management IT tools
• Exhibit ability to work under pressure, make difficult decisions, escalate where necessary & meet deadlines.
• Evidenced technical ability ideally Cisco CCENT level or equivalent
• Strong IT literacy
• Have a strong working knowledge of Microsoft Excel & an aptitude for learning new systems.
• ITIL4 Foundation would be great!
• Strong relationship management skills and ability to manage other departments to meet customer deliverables

Job Details:

Company:  BT

Vacancy Type:  Full Time

Job Location: Cardiff, Wales, UK

Application Deadline: N/A

Apply Here

careers-trivia.com