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Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

About the role

The Senior Customer/Business Service Representative (SCSR/SBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

SCSRs/SBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way. SCSRs/SBSRs are accountable for high value customers and/or for customer issues, end-to-end customer experience and critical process handling.

Key Accountabilities

Functional

Complete day to day customer service-related operational tasks to ensure the service meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.

The SCSR/SBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. The SCSR/SBSR is also responsible for improvement of processes with an impact on customer satisfaction.

Leverage deep understanding of specific customers, processes / systems, and act as a critical issue point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties. These customers belong to the Car&Van, Truck&Bus segments of the European Cards Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries.

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

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

• Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
• Take ownership and resolve raised telephone and written customer issues.
• Raise activities that are not actioned by assignees.
• Act as domain expert for the process covered.

Provide customer service via the internet, phone, fax and email to support one or more activities subject to the customer service area covered:

• Prospect handling and Customer set-up
• Enable timely and accurate card issuance, invoicing, customer master data handling
• Price and rebate management
• Complaint handling: including accurate logging, resolving and providing feedback to the customer
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone, proactive flagging of the gaps in a particular process, provide domain expertise and resolution for a sophisticated quality issue, ensure SLA is maintained
• Build effective relationships with Sales Area Managers or front office teams addressing process issues, gaps: continuous and proactive exchange on business activities, customers, setting priorities, give and receive feedback
• Build customer understanding: insight on customer portfolio – generated volume, behaviours, risks
• Ensure effortless customer experience on the phone

Log, assign and supervise 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 standards 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

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Support of GBS and Cards related projects in a timely and accurate manner.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

Requirements

• Educated to A Level standard or equivalent
• Previous experience customer service skills in a telephone environment and/ or customer services environment preferred.
• 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
• Experience using SAP and/or Siebel and MS Office application

Why join our Team?

We support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

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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.