Customer Service Representative

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Job Description:

As the world and bp are changing, the Finance, Business & Technology (FBT) organization has a vital role to deliver business solutions that result in phenomenal outcomes for bp. Our mission is to build innovative solutions to transform BP, driven by encouraged people in a dynamic environment. We will innovate to transform, and we will deliver this through our five strategic priorities: transform services, digital innovator, deliver increased value, invest in people’s futures, end customer focused - enabled by our colleagues, culture, attitude and our values and behaviors.

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 happiness.

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:

Respond to premium customer orders, complaints, & queries in line with SLA’s, policy & procedures
Key point of escalation and issue resolution from all customer segments and omni-channel
Support current & future digital opportunities around live chat, chat bot, conversational AI, other digital automations, social media in line with Company strategy.
Find opportunities to improve Salesforce in addition to providing customer insights into business partners.
Build & maintain effective working relationships with all team members across FBT locally and our hubs, bp & Castrol.
Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse advancing emotions.
Share customer insights from different ERPs with stakeholders and recommend solutions.
Seek opportunities to own, recommend & drive process improvement.
Own digital & process transformation & help drive implementation.
Ensure all procedures are relevant, have adequate controls in support of standard process & standardization & customer centricity.
Actively promote & encourage online services & products as part of the self-serve strategy.
Respond & adapt to organizational & operational changes by minimizing the impact on quality or customer experience.
Manage end-to-end order processing and fulfillment for Castrol, ensuring accuracy and efficiency.
Provide post-delivery support, addressing customer concerns and inquiries.
Investigate and resolve claims related to damaged products, ensuring fair and timely resolutions.
Track orders and provide proactive updates to customers.
Deliver outstanding customer service through calls and emails, ensuring a flawless experience.
Handle the entire customer journey, from order placement to after-sales service, ensuring satisfaction at every stage.

Essential Education & Experience:

Graduate degree or equivalent experience
Minimum of 3 - 5 years’ experience in a corporate customer experience environment
Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions
Strong confident writing and communication skills plus practice active listening
Ability to work & learn collaboratively in a team environment.
Strong attention to detail, excellent organisation & time management skills
JDE & Salesforce CRM experience
Experience in stakeholder management & influencing outcomes

DESIRABLE CRITERIA

Fluent in English (Spoken and Written).
Able to work in AU Shift.
Ability to communicate with varying stakeholder levels within the organization, internal and external.
Good interpersonal presentation and communication skills required given diverse nature of operating landscape.
Excellent problem-solving skills, analytical skills and ability to think outside the box.
Personal time management skills and ability to meet individual and team deadlines.
Contractually and commercially risk adversely.
Experienced working in virtual teams, agile Ways of Working

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

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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.