About the Company
BT Group is one of the world’s leading communications services companies, with a strong presence in the UK and across 180 countries. We provide products and services to customers globally, ranging from broadband, TV, and mobile services for consumers to sophisticated networking and IT solutions for businesses and government. Our mission is to connect for good, leveraging technology to create a better future. We are committed to fostering a diverse and inclusive environment where every employee can thrive, no matter where they are located.
Job Description
Are you a highly motivated and customer-focused individual looking for a rewarding role that offers the flexibility of remote work? BT Group is seeking an enthusiastic Online Customer Liaison to join our dynamic team. This is a 100% remote position, allowing you to work from the comfort of your home office, supporting our valued customers across the UK. As an Online Customer Liaison, you will be the first point of contact for our customers, providing exceptional support through various digital channels. You will play a crucial role in ensuring customer satisfaction by promptly and professionally addressing inquiries, resolving issues, and providing accurate information about our wide range of products and services. This role offers an excellent opportunity to grow with one of the UK’s leading telecommunications companies, contributing to our mission of connecting for good. We value clear communication, empathy, and a proactive approach to problem-solving. If you are passionate about customer service and thrive in a remote work environment, we encourage you to apply!
Key Responsibilities
- Respond promptly and courteously to customer inquiries via chat, email, and social media platforms.
- Provide accurate and comprehensive information regarding BT Group's products, services, and promotions.
- Efficiently diagnose and resolve customer issues, escalating complex problems to the appropriate internal teams when necessary.
- Maintain detailed and accurate records of all customer interactions and transactions in our CRM system.
- Proactively identify opportunities to enhance the customer experience and contribute to continuous service improvement.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Collaborate effectively with team members and other departments to ensure seamless customer support.
Required Skills
- Demonstrable excellent written communication and interpersonal skills.
- Proven ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Proficiency in using online customer service tools, including CRM software, chat platforms, and email clients.
- Strong problem-solving abilities and a keen eye for detail.
- A genuine customer-centric attitude with a passion for helping others.
- Ability to work independently and as part of a virtual team.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Previous experience (at least 6 months) in a remote customer service or online support role.
- Familiarity with telecommunications products, services, and industry terminology.
- Experience with specific CRM software such as Salesforce or Zendesk.
- A degree or equivalent practical experience in a related field.
Perks & Benefits
- Competitive annual salary and attractive performance-related bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible working hours to support work-life balance.
- Generous paid time off and holiday allowance.
- Access to extensive professional development programs and career growth opportunities.
- Employee discounts on BT Group's leading broadband, TV, and mobile services.
- A supportive and collaborative 100% remote work culture.
- Company-provided equipment to ensure you have the tools you need to succeed.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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