Analista de Customer Service

**Analista de Customer Service - Telecom**:

- Job Req ID: 38537- Posting Date: 6 Sep 2024- Function: Business Operations- Unit: Business- Location: Sao Paulo, Brazil- Salary: CompetitiveTITLE 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 curren