About the Company
BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. In the UK, we are the largest provider of fixed-line, broadband and mobile services. We are also a leading provider of networked IT services to businesses and the public sector. Our purpose is to connect for good, and we believe in creating an inclusive environment where our diverse teams can thrive and contribute to our success.
Job Description
We are seeking a dedicated and empathetic Online Customer Care Specialist to join our team in Rotherham. In this role, you will be responsible for providing exceptional support to our customers exclusively through written channels, including email, chat, and social media platforms. Your primary goal will be to resolve inquiries, troubleshoot issues, and provide information efficiently and accurately, ensuring a positive customer experience without the need for phone interactions.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and social media in a clear, concise, and helpful manner.
- Identify and assess customers' needs to achieve satisfaction, providing accurate, valid, and complete information.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Maintain detailed and accurate records of customer interactions and transactions.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Stay up-to-date with product knowledge, services, and company policies.
- Contribute to team efforts by accomplishing related results as needed.
Required Skills
- Excellent written communication and grammar skills in English.
- Proven ability to articulate complex information clearly and empathetically.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using customer relationship management (CRM) software and various communication platforms.
- Ability to work independently and as part of a team in a fast-paced environment.
- High level of accuracy and attention to detail.
- Strong typing speed and accuracy.
Preferred Qualifications
- Prior experience (6 months+) in a customer service role, particularly in online or written support.
- Familiarity with telecommunications products and services.
- Experience with Zendesk, Salesforce Service Cloud, or similar support tools.
- A passion for technology and helping others.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme.
- 25 days annual leave, plus public holidays.
- Employee discount on BT products and services.
- Health and wellness programs.
- Opportunities for career development and training.
- Access to a comprehensive benefits package.
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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