Job Description

Job Family Group:

Business Support Group

Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up a Business and Technology Centre (BTC) in Santa Fe, Mexico City. This will support the delivery of enhanced customer experience and drive innovation by building global capabilities at scale, leveraging technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.

Now a part of the bp portfolio, Travel Centers of America (TA) is the largest publicly traded full-service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services.

The Customer Service Team interacts with both internal and external customers on behalf of TravelCenters of America. They provide information about products and services, respond to customer feedback, and take parking reservations.Has a mian focus on the loyalty program.

This position works directly with our primary customers and guests, as well as with our Loyalty program. Our focus is Professional Truck Driver, helping to resolve their issues and concerns. The team collaborates with our locations across the United States to improve the overall guest experience

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybrid schedule, three times a week from the office. Different shift patterns will be available within the team. Monday to Friday 7:00 a.m. to 3:00 p.m. and 12:00 p.m. to 8:00 p.m

IMPORTANT! Please submit your CV in English

Key accountabilities

• Listen and respond to customers to get a better understanding of their needs to resolve issues efficiently and effectively. Must be patient and polite, especially when dealing with difficult or angry customers.
• Accurately record details of customer feedback and actions taken in the tracking system 
• Provide information to customers about company products, services or programs.
• When interacting with customers via email or social media, professional responses are required using correct grammar, spelling, and punctuation.
• Take parking reservations, determine charges and process payments. These are to be processed accurately and professionally.
• Perform special projects and miscellaneous duties as assigned. Such as review and respond to feedback received via our websites or company phone apps and social media posts concerning TA.
• Continuously seek out ways to improve current procedures and methods to ensure optimal efficiencies and excellent customer service.
• Analyze situations, investigate problems, and determine the best contact for a timely resolution. When it is an issue that needs to be escalated, information must be gathered and provided to a Customer Service Team Lead for assistance.
• Help with and at times train other Customer Support members on programs, administrative tasks, and technologies and/or call center methods and skills.

Job requirements and essential criteria

• High School diploma required
• Prior customer service experience, desirable supporting US or other countries 
• Excellent Computer Skills
• Advanced English proficiency is a must

Additional criteria

• Excellent attendance and punctuality
• Ability to work in a fast-paced environment
• Solid multi-tasking and problem-solving skills
• Strong interpersonal and communication skills
• A certain degree of creativity and latitude required.

At bp, we provide phenomenal environment & benefits such as an open and inclusive culture, a great work-life balance, learning and development opportunities to craft your career path, life & health insurance, annual cash bonus, pension plan among others.

We support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

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, neurodiversity/neurocognitive functioning, 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 and to perform crucial job functions.

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, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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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.