Customer Service Lead 24X7

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp s customers & products (C&P) business area is setting up a business and technology centre (BTC) in Pune, India. This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, demonstrating technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC!

The purpose of the role is to work as part of the customer excellence teams in order to enable efficient and effective end to end customer journeys. The role is responsible for delivering aviations 24x7 customer service offer and providing customers an exceptional experience. This includes proactively generating price offers and insights, responding to customer price requests, fuel releases, general queries and requests. This role is working in a shift pattern, as the service is provided 24 hours per day, 7 days a week, 365 days per year. This team will also support new projects and actively seek continuous improvement in ways of working.

Duties and Responsibilities:

Respond to customers and airport request for; price quotes, fuel releases, general queries and requests 24x7. Support new project activity to drive improvement in ways of working. Work with a range of collaborators both internal (Account Manager, Commercial Managers, Legal, E&C) and external (airports, Resellers) - to position bp as the primary choice for ad hoc fuel offer. Ensure a commercial and customer understanding by leveraging the Aviation network to ensure we best serve our customers. Support and encourage customer usage of online self-serve tools. Support customer excellence teams to handle workload peaks and activity changes where appropriate. Cover is 24/7 with three different shifts being applied on a Rota basis. Ensure that fuel releases are compliant with international trade sanctions regulations, and act as a first line of defense to avoid wrong grade Fuellings

Qualification and Experience:

• Bachelors degree and / or equivalent experience with a successful track record in customer support.
• Strong interpersonal and communication skills with the ability to build relationships and influence.
• Supporting a customer service organization to enable improved customer experience, efficiency and growth.
• Ability to demonstrate strong cross- cultural relationship building skills.
• Good knowledge of the aviation business would be an advantage.
• Developing knowledge in implementing complex processes into the business according to given strategy.
• Commercial acumen and a growing track record of successfully implemented continuous process improvements.
• Understanding of compliance and international trade regulations.
• Understanding agile methodology an advantage.
• Excellent working knowledge of MS Office tools
• Languages

> Fluency in spoken and written English mandatory > While not essential, proficiency in one or more of German, Spanish, French Swedish, Norwegian, Greek, Portuguese will be an advantage.