Job Description

Entity:

Finance

Job Family Group:

Business Support Group

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

3. 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 an escalation 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 escalate concerns about meeting service levels or deadlines.

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

• Take ownership and resolve escalated telephone and written customer issues.
• Escalate 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.
• Answer customer queries.
• Resolve technical challenges faced by the customers.

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, escalation (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.

4. Key Challenges

Highlight the critical challenges faced in delivering the role in the context of the accountabilities highlighted in section 3 above.

5. Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact (Team, BU, Segment, BP globally etc.)

This covers Key Decisions and to what extent?

Types of relationship internally and externally that the person required maintaining contact with.

6. Essential Criteria & Key competencies

Education, Experience

• Graduate and above
• Minimum of 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with 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 Salesforce and MS Office application

Key competencies

• Inbound Document Management - 3
• 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

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

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. 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.