Customer Service Trainee

Job description

**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