Customer Experience Consultant

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Job Purpose :-

At bp, we’re reimagining energy for people and our planet. We have a daring ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting 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 GBS centre will drive ground breaking digital solutions and agile ways of working.

The Customer Service Representative 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 Facing  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. CSRs are the first point of contact for BP telephone based enquiries.

Key Accountabilities ?

Functional -

• Implement 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 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. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

• 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, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement ?

• Handle 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.

Crucial Criteria & Key competencies ?

Education, Experience -

Graduation or equivalent

Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.

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.

Highly motivated.

Intermediate knowledge of MS Office application.

Experience using SAP and/or Siebel is an advantage.

Key competencies -

Inbound Document Management - 2

Sales Order Management - 2

Sales & Marketing Operations - 2

Data Management & Control - 2

Customer Service Delivery Quality - 2

Business & 3rd Party Systems Knowledge - 1

Influencing Ability & Negotiation - 1

Data Gathering & Analysis - 2

Value & Behaviours ?

• Be responsible for 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 partnership 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 detailed self-service customer experiences.

• Digital first.

• Applies creative digital solutions to address problems.

Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better – and how you can play your part in our world-class team?

Come, join our bp team!

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, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.