About BT
BT Group is a leading UK-based telecommunications and technology company.
It provides broadband, mobile, voice, network, and digital services to customers worldwide.
BT serves individual customers, businesses, and large organisations.
Its major brands include BT, EE, and Openreach.
BT focuses on connectivity, customer experience, technology, and digital transformation.

Role Description

The Service Delivery Advisor provides brilliant and personal service for customers across a variety of products and services across the customer base, ensuring the contractual/agreed levels of service are maintained. Driving effective customer relationships through meeting our commitments, delivering stand out experiences, maintaining operational integrity and minimising their need to contact us.

Key Responsibilities
Provide excellent customer service across products and services.
Build solid customer relationships and ensure timely service delivery.
Handle customer queries, complaints, escalations, and refunds.
Identify root causes and coordinate with relevant teams for resolution.
Manage Finance tasks including invoicing, reporting, and email handling.




Ensure SLA adherence and escalate breaches when required.
Work with internal and external stakeholders to resolve complex issues.
Maintain robust knowledge of products, processes, and customer journeys.
Proactively address customer needs and provide effective resolutions.

Skills required for the job
Growth mindset | Decision making | Service level agreement management | Problem solving | Communication | Incident management | Business process improvement | Risk call outs | Continuous improvement | Change management | Excellent Arithmetic skills used for decision making| Analytical ability| Excellent client interaction skills

Experience you would be expected to have
Bachelors degree with arithmetic is mandate, preferably B. Com, BBA, others are also welcome.
• Minimum 2 years of experience
• Must be proficient in arithmetic calculations
• Excellent Interpersonal Skills and ability to work with others in a teamwork

setting.
• Understanding of Openreach reporting, products & services preferred
• Added advantage of analytical skills

📌 Customer Service Support Advisor Gurugram
🏢 BT Group
📍 Gurugram