Customer Service Representative

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Job Family Group:

Job Description:

At bp, we’re reimagining energy for people and our planet. 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 FBT center 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 FBT center will drive ground breaking digital solutions and agile ways of working.

The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and 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 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. CSRs are the first point of contact for BP telephone-based enquiries.

Key Accountabilities and challenges:

Functional:

Implement 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 understanding of specific processes / systems and act as the first and second 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 fueling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
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.
Supervise 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 supervise the 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 positive 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 efficiency and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective improvement execution.

Crucial Education & Experience:

Graduate degree or equivalent experience. Bachelor’s Degree in Economics, Business, Finance, Accounting or related field with relevant language skills.
3+ years previous experience customer service skills in a telephone environment and our customer services environment preferred.
Must demonstrate a solid understanding of customers’ needs / behaviors
Excellent written/oral communication skills and ability to build effective working relationships
Strong time management and organization skills
Highly motivated
Intermediate knowledge of MS Office application
Experience using SAP and/or Siebel is an advantage

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

Relocation Assistance:

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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.