As a Senior Assoicate in BT Openreach . I used to provide very high levels of customer service to UK basedcommunication providers/engineer via Inbound and Outbound service calls/chat and also to manage the orders byupdating notes/update as a part of data handling work. My job was to take ownership of the orders andprogress/update them accordingly by taking necessary steps within the SLA. Thus proper knowledege of differentbroadband products was required and the role required exceptionally high standard of English language skills.Responsibities that I had -To take inbound service calls/chat from UK based communication provider/engineers in response to serviceissues or queries related to FTTC , FTTP , WLR , Sogea Network.To handle cases/orders which may include queries, orders or complaints and will require making direct voice andwritten contact with the communication provider/engineers.To ensure that the communcation provider receives an excellent experience through the highest standard ofEnglish language interaction.To update notes on the orders as a part of data handling work and mail the communication provider/engineer tokeep them updated about the order.To maintain queue levels to agreed SLA targets levelsTo achieve and maintain a good knowledge/capability of BT systems which are used for the roleTo highlight to queue owners, line management and offline support teams any issues that may affect customersatisfaction and share best practice within the teamTo complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service of CPs.To fully support and take guidance from the manager, raising awareness to them of any factors which may affectthe performance of individuals or the whole team.