Job highlights

- Bachelor's degree with strong arithmetic skills and minimum 2 years experience

- Provide customer service, handle queries and escalations, manage invoicing and reporting, ensure SLA adherence, and coordinate issue resolution

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 robust 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 strong 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

environment.

- Understanding of Openreach reporting, products & services preferred
- Added advantage of analytical skills

📌 Customer Service Support Advisor (Gurugram)
🏢 BT Group
📍 Gurugram