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Lead Customer Service Representative

1 month ago

India Remote BP Energy Full time

Entity:

Finance


Job Family Group:

Business Support Group


Job Description:

Key Accountabilities:

  • Initial point of contact for all retail consumers regarding site experience concerns
  • Provide exceptional customer service to our customers and team members.
  • Leverage deep understanding of specific key account customers, processes / systems
  • Act as a customer concern point for any verbal or written form of enquiries from external/internal customers
  • Interact in a professional, , and efficient manner and call out relevant concerns
  • Retail marketing program information, policy and product fulfilment.
  • Retail site experience complaints, fuel quality claims, site locator etc.
  • Complaint resolution, identification, and management of complaint root causes.
  • Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information, and passing that information to the appropriate personnel.
  • Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
  • Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
  • Must have the ability to figure out appropriate actions for new or unique incidents without scripted guidance.
  • Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
  • Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
  • Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
  • Representatives must actively engage in continuous improvement in all activities

Education:

  • Graduate degree or equivalent experience
  • High-level computer knowledge in both hardware and software
  • Networking and general application support

Job Requirements

  • Superior customer service skills.
  • Excellent written/oral communication skills and ability to build effective working relationships.
  • Demonstrated ability in established customer service organizations
  • Team-oriented approach.
  • Strong problem-solving skill
  • 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 technology and systems to help ensure effective enhancement execution.


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 not available for 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 disabilities may request a reasonable 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 accommodation related to the recruitment process, please contact us to request accommodations.

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.

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