About Company
BT Group is one of the world’s leading communications services companies, with operations in over 180 countries. We provide products and services to consumers, businesses, and public sector organizations globally. Our services include broadband, mobile, TV, and IT services, alongside cutting-edge solutions for global enterprises. At BT, we believe in connecting for good – driving innovation and delivering exceptional service to keep our customers connected to what matters most. Joining BT Group means becoming part of a diverse and dynamic team dedicated to pushing the boundaries of technology and customer experience. We foster an inclusive environment where every voice is heard, and every contribution is valued, helping our employees grow both personally and professionally. Our commitment extends beyond just services; we are passionate about making a positive impact on society and the environment through sustainable practices and community engagement.
Job Description
Are you passionate about helping people and eager to kickstart a rewarding career in customer service with a global leader? BT Group is seeking enthusiastic and dedicated Customer Service Representatives to join our team in Johns Creek, Georgia. In this vital role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our diverse range of products and services. You’ll engage with customers through various channels, primarily phone, ensuring every interaction is handled with professionalism, empathy, and efficiency. This position offers a fantastic opportunity to develop crucial communication and problem-solving skills while contributing to BT Group’s reputation for outstanding customer satisfaction. We’re looking for individuals who are not just problem-solvers, but also active listeners, capable of understanding customer needs and providing clear, concise solutions. If you thrive in a fast-paced environment and are committed to delivering service excellence, we encourage you to apply and become a part of our exciting journey. We provide comprehensive training to ensure you are fully equipped to succeed in this role, making it an excellent opportunity for both seasoned professionals and those new to the customer service field.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Address and resolve customer issues, complaints, and questions regarding products, services, and billing.
- Provide accurate and comprehensive information about BT Group's offerings to customers.
- Maintain detailed and accurate records of customer interactions and transactions.
- Escalate complex issues to appropriate departments for resolution when necessary.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Identify opportunities to improve customer satisfaction and retention.
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and comprehension abilities.
- Proficiency in basic computer applications (e.g., Microsoft Office Suite, CRM software).
- Demonstrated ability to empathize with customers and maintain a positive attitude.
- Exceptional problem-solving and critical thinking skills.
- Ability to multitask and manage time effectively in a dynamic environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a customer service or call center environment.
- Familiarity with telecommunications products and services.
- Associate's degree or higher.
- Ability to speak multiple languages (e.g., Spanish, French).
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company matching.
- Opportunities for career advancement and professional development.
- Life and disability insurance.
- Employee assistance programs.
- Supportive and collaborative work environment.
- Employee discounts on BT Group products and services.
How to Apply
If you are eager to embark on a fulfilling career with a global leader in telecommunications, we invite you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and potentially welcoming you to the BT Group family.