Customer Service Representative

Grade J Responsible for providing customer service support to help to ensure maximum customer satisfaction, assisting the team in providing a communicative link between our products/services and our customers and building an accurate understanding of the customers needs and expectations.

Entity:

Finance

Job Family Group:

Business Support Group

Job Purpose

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.

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 lead customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.

Key Accountabilities

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 a critical 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 fueling sites, branded and unbranded customers, commercial and strategic accounts, and terminals.
Interact with customers in a professional, friendly, and efficient manner and call out concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

Take ownership and resolve raised telephone and written customer issues.
Bring up 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 program 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.

Education, Experience

• Graduate in any stream
• Minimum of 3-5yrs previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers

Travel Requirement

Negligible travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.