BT Associate in Gurugram, India

Purpose Of Role:

To respond to customer issues received through a queue system and deal with each one in line with business standards and resulting in high level of customer satisfaction on a consistent and ongoing basis .

Key Responsibilities:

• To process, fix or unblock orders/queue items accurately and deal with complaints appropriately, in line with agreed process, procedures and timelines.

• To handle customer cases which may include orders or complaints and which require making direct contact with the customer through a variety of contact formats.

• To ensure prompt and accurate response to customer issues.

• To achieve operational targets as defined by the customer units.

• To maintain queue levels to agreed SLA targets levels

• To achieve and maintain a good knowledge/capability of BT systems which are used for the role

• When dealing with customers aspire to deliver an excellent customer experience at all times

• To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team

• To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.

• To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.

• Share best practice within the team and across the relevant community

• Adhere to relevant shift patterns

• Take responsibility for personal development and drive own performance

Business Impact:

  • Functional in scope but deals directly with customer.

Authority/Decision Making:

  • Uses judgement to resolve individual issues while adhering to pre-defined process and guidance.


  • Primary degree level


  • Customer service background

  • High level of English language skills both verbal, written

  • Ability to deal with customer issues calmly, efficiently, effectively to high level of customer satisfaction

Job: Customer service

Title: Associate

Location: India-India-Gurugram-Gurugram

Requisition ID: 102860