Customer Service Advisor 1st Line Voice and Data at BT

Why this role matters

• Receives and processes orders from Sales, Audit and Order entry.
• May manage customer orders (track) through to full implementation, escalating where necessary to achieve Customer Commitment Date.
   

What You'll Be Doing

Key Responsibilities:

• Schedules work in advance to meet Global Services and customer due dates.
• Highlights process failures to Customer Service Manager.
• Update systems to record order-tracking actions.
• Responsible for order processing and billing and communicating details with customers and the Account Managers.
• May do proactive jeopardy management.
• Ensure that all orders are closed after installation.
• Provide process improvement input wherever possible.

Business Impact:

• Primarily short-term and functional in scope, although can impact upon large sales order value billing timing.

Authority/Decision Making:

• Typically refers issues/decisions upwards where non-standard.