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BT Group hiring Trainee Associate

To process and ‘fix’ orders accurately within agreed timescales and in line with agreed process and procedures.

        1. To ensure prompt and accurate order placement for BT products, such as PSTN, broadband and Vision.
        2. To achieve order closure and operational targets as defined by the Offline reporting suite.
        3. To maintain queue levels to agreed SLA targets levels
        4. To achieve and maintain a good knowledge/capability of BT systems including Oneview, KM Systems and Order Tracker
        5. When dealing with customers aspire to deliver an excellent customer experience on all outbound calls
        6. To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across EarlyLife
        7. To complete/participate in ad-hoc projects to drive efficiencies and improvements in Offline.
        8. 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.
        9. Share best practice within the team and across the Consumer Sales & Service community
        10. Adhere to relevant shift patterns
        11. Take responsibility for personal development and drive own performance


        1. Candidates should possess B .Com (Any Specialization)/B.A. (Any Specialization)/B.Sc (Any Specialization)/BBA / BBM / BBS (Any Specialization)-Only Fresh Graduate of 2014 pass out
        2. Excellent English verbal and written language skills
        3. Good questioning and listening skills
        4. Good empathy and customer ownership skills
        5. Good cross-cultural awareness to be able to effectively communicate with UK customers
        6. Good objection handling/diffusing/complaint handling skills
        7. Good customer interaction skills with the ability to recognise the customers’ needs
        8. Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
        9. PC literate with good system navigation skills
        10. Good Data input skills
        11. Problem solving
        12. Good MS Office (Excel, Word, Outlook) skills


Experience : Freshers/Experienced
Salary : Not specified
Job Location : Gurgaon
Qualification : B.Com/B.Sc/BBA/BBM/BBS


Company Name : BT Group
Company Address : NA
Company Profile : BT Group is a leading FTSE Company with a profitable turnover of more than £20 billion. We’re the world’s most established communications company, employing around 100,000 people in 170 countries around the world. Our principal activities include: Networked IT services globally ,Broadband and internet products and services , Local, national and international telecommunications services , Converged fixed/mobile products and services .We’re known globally as a major technology player – pioneering the digital advances that are shaping and driving the information age. Helping people create, collaborate and communicate better than ever before.

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