British Petroleum Recruitment Drive; Hiring Customer Service Specialist – Apply Now

British Petroleum is a global energy business involved in every aspect of the energy system. British Petroleum is working towards delivering light, heat, and mobility to millions of people every day. They are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. They have a real contribution to make to the world's ambition of a low-carbon future. Join them and be part of what they can accomplish together. You can participate in their new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Name of the Organization: British Petroleum

Requisition ID: RQ085397

Positions: Customer Service Specialist

Location: Pune (Hybrid)

Salary: As per company Norms

Closing Date: 10.October.2024

Required Skills & Qualifications:

• 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 dealing with Key Account Customers
• 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

Job Description:

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

Key Accountabilities

• Complete 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 critical issue 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 increase concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve increased telephone and written customer issues.
• Call out 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 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.

 

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