Customer Service Representative

Job category

Business Support

Experience level

Entry

Relocation available

This role is not eligible for relocation

Job type

Professionals

Travel required

No travel is expected with this role

Job code

RQ111402

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

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

Functional

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 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.

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

Handle 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

Graduate with any degree.

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 Excellence - 3

Business & 3rd Party Systems Knowledge – 2

Process & Quality Improvement - 2

Influencing Ability & Negotiation - 1

Data Gathering & Analysis - 2

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 not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Legal Disclaimer:

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.

Legal Disclaimer:

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.

Our innovative Energize recognition points programme and spot awards translate exceptional performance into tangible rewards, to motivate our high performers.

Pay

bp offers competitive pay in line with industry standards, making us an employer of choice.

Discretionary bonus

We offer discretionary bonuses to reward strong company, business unit and individual performance, and recognition awards, including those related to long service to recognize commitment to the company.

Retirement & savings

We offer a range of discretionary retirement and savings plans to help provide you and your family with financial security.

Insurance benefits

To give you additional peace of mind, bp provides valuable insurance benefits in some countries. These are designed to provide financial assistance to employees and their families if employees become unwell or die in service.

Equity

Depending on your location and job level, there may be equity (stock and share) options you are eligible to join so you can be part of bp’s success.

Disclaimer

This is a high-level summary only of terms and current discretionary benefits applicable to certain roles. Some rewards, benefits and policies are at managers’ discretion and vary depending on where you work within the business. All terms subject to contract and all discretionary benefits subject to policy and eligibility.