British Petroleum (BP) Recruitment Drive; Hiring Customer Service Analyst

BP is a global company that offers a world of opportunities for both professionals and graduates. You can expect world-class training, the flexibility to realise your full potential and a reward and benefits package that they believe is second-to-none. Candidates with Graduate degree or equivalent experience & Excellent written/oral communication skills and ability to build effective working relationships and Perform user acceptance testing in technology and systems to help ensure effective enhancement execution are eligible to apply. Candidates are advised to apply soon, before the link expires

Name of the Organization: British Petroleum (BP)

Requisition ID: RQ079281

Positions: Customer Service Analyst

Location: Pune (Hybrid)

Salary: As per company Norms

Educational Qualifications:

• Graduate degree or equivalent experience
• High-level computer knowledge in both hardware and software
• Networking and general application support

Job Requirements

• Superior customer service skills.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Demonstrated ability in established customer service organizations
• Team-oriented approach.
• Strong problem-solving skill
• 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 technology and systems to help ensure effective enhancement execution.

Key Accountabilities:

• Initial point of contact for all retail consumers regarding site experience concerns
• Provide exceptional customer service to our customers and team members.
• Leverage deep understanding of specific key account customers, processes / systems
• Act as a customer concern point for any verbal or written form of enquiries from external/internal customers
• Interact in a professional, , and efficient manner and call out relevant concerns
• Retail marketing program information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification, and management of complaint root causes.
• Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information, and passing that information to the appropriate personnel.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
• Must have the ability to figure out appropriate actions for new or unique incidents without scripted guidance.
• Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
• Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
• Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
• Representatives must actively engage in continuous improvement in all activities

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