At bp, we’re reimagining energy for people and our planet. We have a bold ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Creating a more efficient business that makes the best use of its resources is a critical part of getting there. And that’s what our new global business services (GBS) centre in Pune, India is here to do – put digital at the heart of our business and accelerate the transformation of bp’s business processes across the globe. Driven by the bp values and comprising capabilities in data, procurement, finance and customer service, the GBS centre will drive modern digital solutions and agile ways of working.
The Senior 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.
Senior 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. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.
Key Accountabilities
Functional
Execute 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 fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
Interact with customers in a professional, friendly and efficient manner and advance concerns about meeting service levels or deadlines.
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Proactively resolve Key Account customer issues (working with other teams as appropriate):
Take ownership and resolve sophisticated 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.
Essential Criteria & Key competencies
Education, Experience
Educated to Graduate Level standard or equivalent
Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally looking after 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 Excellence - 3
Business & 3rd Party Systems Knowledge – 2
Process & Quality Improvement - 2
Influencing Ability & Negotiation - 1
Data Gathering & Analysis - 2
We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Travel Requirement No travel is 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
Legal Disclaimer:
We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.
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