Entity:

Finance

Job Family Group:

Retail Group

Job Description:

Job Purpose

The Customer Service Representative role exists to provide first 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 Accountabilities

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 function core values.

Leverage 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 fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

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

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

• Act as the first point of contact for incoming customer queries across various channels. (Phone, Email, Call, Chat)
• Escalate complex issues to the appropriate support teams or coordinate with other teams to ensure resolution.

Provide customer service via the internet, phone, fax, 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 highlighting 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 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.

Key Challenges

Highlight the critical challenges faced in delivering the role in the context of the accountabilities highlighted in section 3 above.

Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact (Team, BU, Segment, BP globally etc.)

This covers Key Decisions and to what extent?

Types of relationship internally and externally that the person required maintaining contact with.

Essential Criteria & Key competencies

Education, Experience

• Educated to Graduate Level standard or equivalent
• Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with 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

Value & Behaviours

Select the appropriate indicators to be used in the assessment process (reference DPIG).

Own your success

Accountable for delivering innovative business outcomes

Seeks opportunities to improve and digitize process delivery

Adheres to safe and ethical work practices

Think big

Actively builds own knowledge, capabilities and skills for the future

Values teamwork and collaborates to achieve results

Be curious

Willing to suggest new ways of working, processes and technologies

Ensures the delivery and improvement of digital solutions to benefit customers

Effortless customer experiences

Understands customer needs and delivers digital seamless self-service customer experiences

Digital first

Applies creative digital solutions to solve problems

 

Why join our team?

At bp, we provide the following environment & benefits to you:

• Life & health insurance, medical care package

• Flexible working schedule

• Opportunity to build up long term career path and develop your skills with wide range of learning options

• Family friendly workplace e.g.: parental leave, bereavement and compassionate leave

• Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program

• Possibility to join our social communities and networks

If this role attracts you, apply now!

A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued! Possibility to join our social communities and networks - Learning opportunities and other development opportunities to craft your career path. Life and health insurance, medical care package and many other benefits. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Business Acumen, Commercial Acumen, Communication, Continuous Improvement, Continuous Learning, Creativity and Innovation, customer and competitor understanding, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital Fluency, Industry knowledge and advocacy, Integrated pricing, Knowledge Sharing, Leading transformation, market, Negotiation planning and preparation, Offer and product knowledge {+ 13 more}

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.