Customer Service Representative

Entity: Finance Job Family Group: Business Support Group Job Description: At bp, we’re reimagining energy for people and our planet. We have a bold ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Creating 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 global business services (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 FBT centre will drive cutting-edge digital solutions and agile ways of working. The Retail Maintenance Support Representative position is the point of contact for site personnel/owners, field managers, and vendors, regarding: site equipment and property maintenance, environmental compliance, and license/permitting of company-owned sites. A key part of this role is troubleshooting needs and assigning and dispatching maintenance and inspection vendors. In addition, the representative is responsible for receiving and acting on Notification Center communications/requests in compliance with agreed on business unit and/or regulatory requirements. This position will also provide BP Alert support. This is a customer touch point requiring strong attention to detail, internal and external cross functional interface, and the ability to identify improvement opportunities. 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 manage customer expectations through various contact channels. CSRs are the first point of contact for BP telephone based enquiries. Key Accountabilities: Execute 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 fueling 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 programmed 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 center technology and ERP systems to help ensure effective enhancement execution. Working hours IST 6:30 pm to 3:30 am / rotational week offs. Why join our team? At bp, we provide the following environment & benefits to you: Life & health insurance, medical care package Flexible working schedule Opportunity to build up long term career path and develop your skills with wide range of learning options Family friendly workplace e.g.: parental leave, bereavement and compassionate leave Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program Possibility to join our social communities and networks If th