Senior Customer Service Representative

Job Description

Grade J - Office/ CoreResponsible for providing customer service support to help to ensure maximum customer satisfaction, assisting the team in providing a communicative link between our products/services and our customers and building an accurate understanding of the customers needs and expectations. Entity: Finance Business Support Group Job Description: We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to tackle some of the big, sophisticated challenges that matter for the future. We have a real contribution to make to the worlds ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero. 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 outstanding team? Join our Finance Team and advance your career. 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 CS processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers. 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 SLA and the customer service functions core values. Leverage deep understanding of specific key account customers, processes / systems and act as 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. Get along with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines. Proactively resolve Key Account customer issues (working with other teams as appropriate): Take ownership and resolve brought up telephone and written customer issues. Advance activities that are not actioned by assignees. Provide customer service via the internet, phone, chat 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 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.partner concern 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 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. Education, Experience & Skills- 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 taking care of 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 Key competencies Inbound Document Management - 3 Sales Order Management - 3 Sales & Marketing Operations - 2 Data Management & Control - 2 Customer Inquiries & Dispute Resolution - 3 Customer Service Delivery Excellence - 3 Business & 3rd Party Systems Knowledge - 2 Process & Quality Improvement - 2 Influencing Ability & Negotiation - 1 Data Gathering & Analysis - 2 Travel Requirement Negligible travel should be 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: