As a customer advisor you’re responsible for getting our customers the help they need, when they need it the most. It can be a challenging role at times – occasionally you’ll have to deal with upset or frustrated customers who have been cut-off from their families, or small business owners who have temporarily lost internet connectivity – but it can also be extremely rewarding.
Whether our customers are setting-up, settling in, upping their broadband speed, or asking us for a solution to a bill query, you’ll deliver a seamless service that keeps their world turning.
In the process of helping customers, our advisors often find there are ways our customers can benefit from our other services and products. By having personal conversations and really listening to their problems, our customer advisors can help people get more from BT. Saving customers also contributes towards advisors’ targets and increases their earning potential too.
You’ll need to be good at dealing with all sorts of people from all walks of life. From building rapport to diffusing tense situations, this role is all about being an empathetic listener who can solve problems quickly.
Resilience is really important in this role. You could be trying to solve a technical query whilst running diagnostic tests, and trying to keep a customer calm; or you could be liaising with a couple of people at the same time whilst making sure the customer is informed at every stage. It takes a lot of patience and really good communication skills to make sure every customer understands what’s happening and how their issue is going to be resolved.
Whether you’ve got previous experience in a contact centre or have honed your skills elsewhere, if you’ve got a knack for diplomacy, this could be the perfect role for you.
To be fantastic in this role you need to be able to speak clearly and explain complex situations in simple ways. Empathy, understanding and resilience will be the keys to your success.
At BT, being there for our customers is our shared goal. To make sure we’re on hand to provide assistance when our customers need it the most, our people work shift patterns that ensure we can keep our contact centres open from Monday to Sunday, generally between the hours of 8am-10pm. It’s a flexible approach to customer service and one that many of our advisors love. Whether that means getting to the gym when it’s nice and quiet or picking the kids up from school, our people fit their lifestyle around their work. We also make sure our evening and weekend shifts are shared evenly between everyone. That way our advisors can bring their best self to work every day.
So, how does that look?