Customer Service Representative

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 manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.

Key Responsibilities

Functional

Execute 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 an escalation 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.

Interact with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

• Take ownership and resolve escalated telephone and written customer issues.
• Escalate activities that are not acted by assignees.
  
  

Provide customer service via the internet, phone, chat 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, 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 center technology and ERP systems to help ensure effective improvement execution.
  
  

Required Skills & Experience

• Graduate/ Post Graduate degree in any field with relevant language skills.
• 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
  
  

Desirable Skills

• 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
• Strong problem-solving skills
• Highly motivated
• Experience using SAP and/or Siebel and MS Office application
  
  

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.