Customer Service Trainee

What you will be doing (Role Accountabilities)

• Supports the implementation of customer service strategies and operational plans under appropriate supervision
• Contributes to building value-driven customer relationships to enhance service delivery while effectively leveraging BT Group resources and adhering to established guidelines
• Collects and analyses customer information to identify needs, provide service insights, and support the timely resolution of customer issues
• Executes and delivers customer service activities in line with established procedures, contributing to team objectives and overall service vision
• Assists in identifying and implementing continuous improvement initiatives to enhance customer service processes, efficiency, and customer experience

What you will need to succeed (Skills & Experience)

• Excellent verbal and written communication
• Active listening and empathy
• Customer relationship management
• Problem-solving and troubleshooting
• Conflict resolution and de-escalation
• Time management and multitasking
• Attention to detail
• Decision-making and critical thinking
• Team collaboration
• Complaint handling and case management
• Adaptability and resilience
• Ability to meet KPIs, SLAs, and quality standards
• Customer-focused mindset