Add office photos
All Filters
120 BP Incorporate International Jobs
Customer Service Representative
BP Incorporate International
posted 1mon ago
Job Role Insights
Key skills for the job
Job Description
Grade KProvides quality service to customers at Retail Convenience site locations. Ensures that the appearance and cleanliness of the site exceeds the customer and company s expectations.
Job Family Group: Retail Group
Job Description:
Travel Requirement No travel is expected with this role
Relocation Assistance: This role is not eligible for relocation
Remote Type: This position is a hybrid of office/remote working
Skills: Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Commercial Acumen, Communication, Continued Learning, Continuous improvement, Creativity and Innovation, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital fluency, Industry knowledge and advocacy, Integrated pricing, Knowledge Sharing, Leading transformation, Negotiation planning and preparation, Offer and product knowledge, Offer execution and growth, Operational Excellence, Partner relationship management {+ 10 more}
Entity:
Finance Job Family Group:
Job Description:
The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries via email/chat/social media from external Key Customers, internal Customers, other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
This will be a 24/7 support role which would require a flexible schedule in terms of working hours & working days.
Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.
Key Accountabilities-
Functional
Implement day to day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
Leverage deep understanding of specific key account customers, processes / systems, and act as an issue point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts, and terminals.
Interact with customers in a professional, friendly, and efficient manner and bring up concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
- Take ownership and resolve intensified telephone and written customer issues.
- Advance activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax and email to support activities including:
- Account set-up, allocation and delivery issues.
- Order processing and order fulfilment.
- Sales order tracking.
- Monitor supply outages and react accordingly for incoming and existing orders.
- Retail marketing programme information, policy and product fulfilment.
- Retail site experience complaints, fuel quality claims, site locator etc.
- Complaint resolution, identification and management of complaint root causes.
Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Service Management & Continuous Improvement
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Make recommendations on existing knowledge base documents and identify knowledge gaps.
Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Key competencies-
- Educated to A Level standard or equivalent.
- Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
- Must demonstrate a solid understanding of customers needs / behaviours
- Excellent written/oral communication skills and ability to build effective working relationships
- Strong time management and organisation skills
- Strong problem solving skills
- Highly motivated
- Experience using SAP and/or Siebel and MS Office application
Travel Requirement
Relocation Assistance:
Remote Type:
Skills:
Employment Type: Full Time, Permanent
Read full job descriptionCompare BP Incorporate International with
ExxonMobil
Compare
Chevron
Compare
Shell
Compare
TotalEnergies
Compare
ConocoPhillips
Compare
Reliance Industries
Compare
Indian Oil Corporation
Compare
Bharat Petroleum
Compare
Hindustan Petroleum
Compare
Oil And Natural Gas Corporation
Compare
TCS
Compare
Accenture
Compare
Wipro
Compare
Cognizant
Compare
Capgemini
Compare
HDFC Bank
Compare
ICICI Bank
Compare
Infosys
Compare
HCLTech
Compare
Tech Mahindra
Compare
Similar Jobs for you
Share an Interview