Job
Description
As a Customer Experience Consultant in the Finance department, your role involves contributing to a low-effort customer experience for Premium accounts across Castrol business by providing outstanding customer service and leveraging digital tools. Your responsibilities include: - Responding to premium customer orders, complaints, and queries in accordance with SLAs, policies, and procedures - Serving as a key point of escalation and resolving issues for all customer segments through various channels - Supporting digital initiatives such as live chat, chat bot, conversational AI, and social media in alignment with the company's strategy - Identifying opportunities to enhance Salesforce and providing customer insights to business partners - Building effective relationships with collaborators across GBS, locally and globally, as well as with bp and Castrol - Demonstrating strong customer service techniques including empathy, patience, advocacy, and conflict resolution - Sharing customer insights and recommendations for solutions based on different ERPs - Driving process improvement and supporting digital and process transformation - Promoting online services and products to drive customer self-service - Acting as a product Subject Matter Expert (SME) with comprehensive knowledge across customer products, offers, and digital platforms - Providing product and system training to the team - Adapting to organizational changes while maintaining quality customer experience Key Challenges you may face in this role include influencing multiple stakeholders, consistently delivering a low-effort interaction for customers, managing difficult customer issues, and supporting capability building in the GBS hub. To excel in this position, you should have a Bachelor's degree or equivalent experience in Economics, Business, Finance, Accounting, or a related field, along with: - Minimum of 3 years of experience in a corporate customer experience environment - Ability to interpret customer requirements, diagnose issues, and determine solutions - Strong communication skills, active listening, and collaborative work approach - Attention to detail, organization, and time management skills - Experience with SAP, JDE, Gen+, Salesforce CRM, chatbots, live chat, and social media platforms - Proficiency in collaborator management and influencing outcomes Please note that this role may involve negligible travel and is eligible for relocation within the country. Additionally, it is a hybrid position offering a mix of office and remote working. If selected for this position, your employment may be contingent upon adherence to local policy, including background checks and medical review. Your expertise in customer experience, digital tools, and stakeholder management will be crucial for delivering exceptional service and driving continuous improvement in customer interactions. As a Customer Experience Consultant in the Finance department, your role involves contributing to a low-effort customer experience for Premium accounts across Castrol business by providing outstanding customer service and leveraging digital tools. Your responsibilities include: - Responding to premium customer orders, complaints, and queries in accordance with SLAs, policies, and procedures - Serving as a key point of escalation and resolving issues for all customer segments through various channels - Supporting digital initiatives such as live chat, chat bot, conversational AI, and social media in alignment with the company's strategy - Identifying opportunities to enhance Salesforce and providing customer insights to business partners - Building effective relationships with collaborators across GBS, locally and globally, as well as with bp and Castrol - Demonstrating strong customer service techniques including empathy, patience, advocacy, and conflict resolution - Sharing customer insights and recommendations for solutions based on different ERPs - Driving process improvement and supporting digital and process transformation - Promoting online services and products to drive customer self-service - Acting as a product Subject Matter Expert (SME) with comprehensive knowledge across customer products, offers, and digital platforms - Providing product and system training to the team - Adapting to organizational changes while maintaining quality customer experience Key Challenges you may face in this role include influencing multiple stakeholders, consistently delivering a low-effort interaction for customers, managing difficult customer issues, and supporting capability building in the GBS hub. To excel in this position, you should have a Bachelor's degree or equivalent experience in Economics, Business, Finance, Accounting, or a related field, along with: - Minimum of 3 years of experience in a corporate customer experience environment - Ability to interpret customer requirements, diagnose issues, and determine solutions - Strong communication skills, active l
