Role & responsibilities

Job Summary:

We are looking for a customer-focused and energetic Customer Service Support Advisor (Voice) to provide premium support to customers of a leading telecom service provider. The role involves handling inbound and outbound customer interactions, resolving service-related queries, troubleshooting basic telecom issues, and ensuring a high level of customer satisfaction.

- Handle inbound and outbound calls from international customers in a professional manner.
- Assist customers with telecom products and services, including mobile, broadband, internet, and value-added services.
- Resolve customer inquiries related to billing, account management, plans, service activation, and technical issues.
- Troubleshoot basic network, connectivity, and device-related concerns.
- Accurately document customer interactions and update CRM systems.
- Meet established quality, productivity, and customer satisfaction targets.
- Escalate complex issues to relevant support teams when required.
- Adhere to company policies,



compliance standards, and data security guidelines.
- Maintain a positive customer experience through effective communication and problem-solving skills.

Preferred candidate profile

- Graduate or Undergraduate from any discipline.
- Excellent verbal and written communication skills in English.
- Strong listening, interpersonal, and customer service skills.
- Basic knowledge of telecom services and customer support processes.
- Ability to work in rotational shifts, including night shifts.
- Basic computer proficiency and familiarity with MS Office applications.
- Experience in an international voice process or telecom customer support workplace.
- Knowledge of CRM tools.
- Ability to handle challenging customer situations with professionalism.
- Strong problem-solving and multitasking skills.
- Customer-centric attitude with a focus on first-call resolution.

📌 Customer Support Advisor (International Voice) (Gurugram)
🏢 BT Group
📍 Gurugram