Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Job Description

About bp

Our purpose is to bring together people, energy and markets to power and navigate a changing world. In a time of constant change and possibility we need talent to pursue opportunities, motivated by elite insight and expertise. We’re always aspiring for more digital solutions, balanced outcomes and closer collaboration across our company and beyond, and you could be part of that too. Together we continue to grow as the world’s leading energy company!

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. 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 Finance Business Technology (FBT) 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 FBT centre will drive cutting-edge digital solutions and agile ways of working.

Job Purpose :

The Customer Experience Consultant 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 Experience Consultants 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. CECs are the first point of contact for BP telephone based enquiries.

You will be an energetic self-starter with exceptional organisational and communication skills to successfully contribute to bp business objectives and goals by responding to Australian & New Zealand customer contacts relating to bp’s fuel and marketing operations covering B2B & B2C in an efficient, cost effective and customer responsive manner.  Customer contacts will vary from phone, email, live chat and other digital platforms eg social media.   

Additionally, you will pro-actively promote & encourage all online services & products as part of our self-serve strategy

Functional:

• Execute day to day customer experience 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.
• Provide customer service via the internet, phone, fax and email to support activities
• Provide a level of customer experience consistent with GBS’s core values and Service Level Agreements with bp
• First point of contact for bp enquiries from Commercial Retail (B2B bp plus), general public and bp rewards (B2C) Customers for ANZ
• Provide an effortless experience for all bp customer interactions with a high focus to achieve first call resolution.
• Interact with customers in a professional, friendly, empathetic and efficient manner
• Meet your individual productivity & behavioural KPI’s and contribute positively to achieving team and organisational targets as per your My Plan
• Display flexibility and adaptability to help meet the department’s scheduling requirements
• Provide accurate information to both internal and external customers through the correct use of relevant business applications and systems
• Operate effectively and professionally within a team environment and contribute positively to achieving organisation targets – be a strong team player
• Strong focus on leaning in, suggesting and driving continuous improvements to process and customer experience
• Develop and maintain a professional working relationship with stakeholders in other teams and bp
• Respond to and action customer requests received via various channels: phone, email, live chat and other digital platforms eg social media
• Assist with other non-core activities across the wider team eg projects, digital platforms, accounts receivable
• 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:

• Respond to and resolve a diverse range of enquiries in a professional and timely manner
• Display flexibility and adaptability to help meet the department’s scheduling requirements
• Prioritising and balancing incoming customer enquiries and administration tasks whilst maintaining a high level of customer service
• Responding and adapting to organisation & operational change minimising impact to service delivery

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:

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.