At bp, we’re reimagining energy for people and our planet. We have a bold ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting 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 global business services (GBS) centre 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 GBS centre will drive modern the latest digital solutions and agile ways of working.The Senior 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.Senior 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 manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.
Key Accountabilities
FunctionalComplete 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 partner concern 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.Get along 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 advanced 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 supervise 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 ImprovementManage 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.
Education, Experience
Essential Criteria & Key competencies
- Educated to A Level standard or equivalent
- 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
