Customer Experience Consultant - Lubes

☞ bp

View: 106

Update day: 06-05-2024

Location: Pune Maharashtra

Category: Consulting / Customer Service Energy Legal / Contracts Executive management Marketing / PR Sales Serving / Cleaner / Maids PG / PB / Reception Event Restaurant / Hotel / Tourism

Industry: Power Mining Utilities

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Job content

Job Profile Summary

Responsible for providing customer service support to help to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers and maintaining an accurate understanding of the customer’s needs and expectations.

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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 deep understanding of specific key account customers, processes / systems and act as an escalation 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.
  • Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.
  • Proactively resolve Key Account customer issues (working with other teams as appropriate):
  • Take ownership and resolve escalated telephone and written customer issues.
  • Escalate activities that are not actioned by assignees.
  • Complaint resolution, identification and management of complaint root causes.
  • Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Essential Education and Experience
  • Graduation or equivalent
  • Minimum of 4yrs previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers

#customerIndia


Entity

Finance

Job Family Group

Business Support Group

Relocation available

Yes - Domestic (In country) only

Travel required

Yes - up to 10%

Country

India

About BP

CUSTOMER AND PRODUCTS

We’re gearing up for the future. At bp our goal for C&P is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.

C&P will become a hub, housing our midstream, lubricants, aviation, sale of chemicals, mobility and ‎convenience, marketing and our next-generation businesses, making it a highly integrated and ‎interconnected organisation. And with safety being our core value, our commitment to safe and reliable operations will never change.

Want to join the team? This means:

  • being customer-centric, agile and responsive to changing customer needs and dynamic markets
  • focusing on growth and development of customer offers
  • optimising the chemicals and fuels value chains to maximise integrated value
  • contributing to the reduction of carbon intensity of the products we create, and sell, by 50% by 2050 or sooner
  • creating strategic partnerships that drive long-term value for C&P
  • being digitally enabled and empowered by customer insights and data to deliver solutions.

Experience Level

Intermediate
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Deadline: 20-06-2024

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