Analista de Customer Service - Telecom

Job Description

TITLE Analista de Costumer Service - Telecom

Location: São Paulo

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

About the role:

This role is a vital part of the management team for BT's broader Global organization.

This role leads Global’ s Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience.

Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office, and the customer. Responsibility for maximizing the value derived from the services.

You’ll have the following responsibilities:

• To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.
• Proactively identifies opportunities for improvement and transformation across the account(s) to maximize value and customer experience.
• Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations.
• Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict.
• Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team.
• Providing in-life feedback, guidance, and direction across BT to ensure customer intimacy and alignment to business objectives.
• Oversight for the end-end operational performance and be accountable for the SLA, maximizing opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence.
• Executes the Service Strategy with Customer Operational Lead (COL) for their customer (s), through a deep understanding of the Customer(s) market, identifying emerging trends and priorities.
• Ensure ITIL governance best practice is adopted across the customer contracts.

You’ll have the following skills and experience:

• Bachelor’s degree or equivalent in relevant field – Mandatory
• Experience in meeting the customers’ needs in line with the business requirements – Mandatory.
• Experience with development of solution processes – Mandatory
• Microsoft Excel & PowerPoint - Mandatory
• Time and priority management – Mandatory
• ITIL knowledge – Mandatory
• Fluent English - Mandatory
• 3+ years of relevant experience working with customer facing role - Preferred.
• Deep understanding of Service Management best practices frameworks such as ITIL - Preferred
• Experience in telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.) - Preferred
• Experience with project management methodology and techniques - Preferred.
• Experience on customer satisfaction methodologies – Preferred.
• Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc. - Preferred
• Agile framework familiarity - Preferred.
• Data Analytics tools - Preferred.

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

This opportunity is eligible for an annual bonus, a competitive base salary, comprehensive benefits and a generous vacation package.

Relocation support for this position is not currently available.

BT values and supports diversity in all its manifestations. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity, and the contribution they make. We do not allow any form of discrimination on the basis of race, age, gender, skin color, nationality, religion, sexual preference, physical or mental disability, and/or any other group protected by law. When we say you’re welcome at BT, we really mean it.

Who is BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. Our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.

#LI-Hybrid

Why this job matters

The Service Management Professional delivers assigned customers services, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you’ll be doing

1. Support client solutions and operations, working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
2. Supports the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
3. Participates in processes aligned with the group including change management, service governance and assurance, risk and data management.
4. Participates in service review meetings and joint escalation calls with suppliers and support groups.
5. Executes resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
6. Executes measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
7. Supports the liaising with both external and internal complementary partners within the relevant service support system.
8. Monitors and assesses the performance of different suppliers and support groups, and adherence to the contract.
9. Supports the performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer's pain points, executing actions to improve customer satisfaction.
10. Supports in the implementation of ways to improve working processes within the area of service management.

The skills you’ll need

Complaint ManagementRegulatory ComplianceIT Service DeliveryFinancial ManagementIssue ResolutionProblem SolvingCustomer ExperienceRisk ManagementData AnalysisData ManagementTechnical SupportTechnical ReportingBusiness Process ImprovementEscalation ManagementDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.