Customer Service Representative

Entity: Finance Job Family Group: Business Support Group 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 is fundamental to achieving our ambition to be a net zero company by 2050 or sooner. It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you. About the role The Customer Service Representative (CSR) role exists to provide first and second line customer support to telephone and written enquiries from external and internal Customers and Stakeholders in accordance with agreed service levels. The person in this position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction. CSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. Not only process orientation, but also focusing on problem solving and seeking for the best solution always are key for this role to generate a satisfied and positive customer experience. In this role You will Functional Complete day to day customer service related operational tasks to ensure the service meets customer expectation and is consistent with set process performance indicators, applicable service level agreements, and the customer service function core values. Leverage end-to-end understanding of specific processes / systems of own area, and act as the first and second 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 Fuel Business: Cards, Retail and/or Wholesale. The Business model can vary from direct to indirect partnership, including working with agents, distributors, occasionally end Customers and third party service providers. Interact with external and internal customers in a professional, friendly and efficient manner and provide customer service via phone, fax and email to support one or more activities subject to the customer service area covered: build effective relationships and work in a close co-operation with the Sales Support colleagues, logistics department and all the stakeholders support other Business Segments like Pricing, Sales and Finance by providing relevant reporting proactively provide accurate and timely information to Stakeholders in a written form understand and mitigate possible risks in the processes to prevent customer complaints support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of Stakeholder inquiries / issues Complaint handling: including accurate logging, seeking for the best solution, resolving and providing feedback to the customer. Proactive follow-up with Sales and Customer on pending activities preferably on the phone. Ensure effortless customer experience on the phone. 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. Our main activities can cover such processes as: customer set up and maintenance, order management, dispute management, pricing and rebate set up, credit and debit notes creation, portal support, error handling and billing block/unblock Service Management & Continuous Improvement Manage and maintain Stakeholder 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 the Account Managers, customers and internal business partners 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. What You will need to be successful Previous experience in customer service skills