BT Engineer Jobs – Service Advisor

Job Description:

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

Job Responsibilities:

• Use simple diagnostic techniques via diagnostic flows to identify fault root cause and resolve if you can
• Book service requests with suppliers such as Openreach/ BT Wholesale, using the correct procedure to ensure it can be actioned right first time
• Pass complex faults to Tier 2 using the correct procedure to ensure it can be resolved right first time
• Record all incidents correctly and accurately
• Resolve simple billing enquiries such as taking payments and setting up direct debits
• Keep customers informed with timely and relevant information
• Manage call backs and holding queues
• Protect customers by following correct contact validation procedures and record all customer contacts using correct procedures
• Resolution of all queries on first contact
• Attempt to answer and resolve order update queries using Agent Desktop
• Use simple diagnostic techniques via diagnostic flows to identify fault root cause and resolve if you can
• Book service requests with suppliers such as Openreach/ BT Wholesale, using the correct procedure to ensure it can be actioned right first time

Job Requirements:

• Excellent communications skills, driven by customers’ needs and product belief – be a great team player to ensure you and your colleagues achieve team targets
• A professional, can do attitude with a natural desire to learn new skills

Job Details:

Company: British Telecom

Vacancy Type:  Full Time

Job Location: London, England

Application Deadline: N/A

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