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Customer Service Advisor

BT GroupBallyshannon, County DonegalFull-time

*** The successful candidates must be available to attend training Monday – Friday in Navan for the first two weeks of employment. The cost of accommodation and meals during this training time will be expensed***

You'll have the following responsibilities

• To be responsible for delivering a high quality service to our Customers/Callers.

• Take responsibility for ownership and delivery of KPI targets.

• Follow all processes and procedures to ensure accuracy of all information.

• To ensure the correct script is followed for each relevant call type.

• Acknowledge the customer and be professional, courteous, empathetic in both pace and tone.

• Own customer enquiries, seeking positive inventive solutions to deliver.

• Identify and understand when there is a need to escalate.

• Liaise with other departments to provide flawless delivery.

• Be an ambassador for BT and a role model which supports the business.

• Use initiative to ensure delivery of quality and required performance standards.

• Be adaptable and comfortable with an ever-changing environment.

• Attend Court when required to do so.

You'll have the following skills and experience

• Complete training in very basic level of the Irish Language specific to the role.

• A good/careful listener who can also understand and interpret what the customer means.

• A problem solver who can remain calm and focused, particularly when dealing with distressed callers.

• Friendly, yet still professional, patient and empathetic.

• Good in all forms of communication, whether telephone, online or in person.

• Thorough and detail-oriented with quick and accurate typing.


BT Ireland has received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.

Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I.

• 25 days annual Leave + bank holidays and an opportunity to buy up to five more days every year

• Average earnings for a full-time employee ~ €31,200 (Range €30,000 - €32,600 excluding overtime).

• Additional €3,000 per year for staff that work nights.

• Comprehensive health care valued at €1,250 per year.

• Company pension scheme, with 6% company contribution.

• Great work life balance, with set shifts and option to avail of overtime. (Average €1,050 overtime paid per year on top of salary mentioned above)

• Being part of a great team, both locally within ECAS and the wider BT family.

• We also provide Life Assurance from the 1st day of employment

• There’s also great support for working parents

• You’ll have the opportunity to buy BT shares

• Opportunities to do volunteering

• We also have a subsidised social club

• BT home broadband provided where available or contribution if not

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