Customer Servicer Advisor - Broadband Technical

Welcome to BT Group! We are a leading telecommunications company, providing innovative and reliable broadband solutions to our customers. As a Customer Service Advisor - Broadband Technical, you will play a vital role in ensuring our customers receive the highest level of technical support and assistance. We are looking for a passionate and dedicated individual with excellent communication skills and a strong technical background to join our team. If you thrive in a fast-paced and customer-oriented environment, then we want to hear from you!

1. Provide exceptional technical support to customers experiencing broadband issues or difficulties.
2. Troubleshoot and resolve technical problems related to broadband services, including but not limited to internet connectivity, network issues, and equipment malfunctions.
3. Communicate clearly and effectively with customers, both verbally and in writing, to guide them through troubleshooting steps and provide solutions.
4. Use a variety of tools and resources to diagnose and resolve technical issues, including remote access and diagnostic software.
5. Maintain accurate and detailed records of customer interactions and technical solutions provided.
6. Collaborate with other departments, including network operations and engineering, to escalate and resolve complex technical issues.
7. Stay up-to-date on the latest technical developments and updates in the broadband industry to provide the best possible support to customers.
8. Identify patterns or trends in technical issues and provide feedback to improve processes and procedures.
9. Remain calm and professional when dealing with frustrated or upset customers, and strive to provide excellent customer service at all times.
10. Continuously strive to meet or exceed performance targets for customer satisfaction, response time, and issue resolution.
11. Use active listening skills to understand and address customer needs and concerns.
12. Adhere to company policies and procedures, including privacy and security guidelines, when handling sensitive customer information.
13. Proactively identify opportunities to improve customer experience and provide feedback to management.
14. Assist with training and mentoring new team members to ensure consistency in technical support and customer service.
15. Maintain a positive and enthusiastic attitude towards company goals and objectives, and contribute to a positive team dynamic.

According to JobzMall, the average salary range for a Customer Servicer Advisor - Broadband Technical in Doncaster, UK is £20,000 to £25,000 per year. However, this can vary depending on factors such as the company, experience, and skills of the individual. Some companies may offer higher salaries or additional benefits such as bonuses or commission.

BT Group Plc provides communication solutions and services. Its principal activities include networked IT services, local, national and international telecommunications services and higher value broadband and Internet products and services. The company has five customer-facing Iines of business: BT Global Services, BT Business, BT Consumer, BT Wholesale and Openreach.