Grade JResponsible 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
We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the worlds ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.
Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better - and how you can play your part in our world-class team
Job Purpose
The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and 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 handle customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.
Key Accountabilities
Complete 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 blocking 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 increase concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
Take ownership and resolve increased telephone and written customer issues.
Increase 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 Challenges
Highlight the critical challenges faced in delivering the role in the context of the accountabilities highlighted in section 3 above.
Essential Criteria Key competencies
Education, Experience
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 taking care of Key Account Customers
Skills
Must demonstrate a strong 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
Key competencies
Inbound Document Management - 3
Sales Order Management - 3
Sales Marketing Operations - 2
Data Management Control - 2
Customer Inquiries Dispute Resolution - 3
Customer Service Delivery Perfection - 3
Business 3rd Party Systems Knowledge - 2
Process Quality Improvement - 2
Influencing Ability Negotiation - 1
Data Gathering Analysis - 2
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.
