Customer Experience Consultant - Lubes

☞ bp

View: 111

Update day: 06-05-2024

Location: Pune Maharashtra

Category: IT - Hardware / Networking Information Technology Sales

Industry: Power Mining Utilities

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Job content

Job Profile Summary

Responsible for providing proactive assistance to the Customer Service team with a variety of administrative activities to help support operationally excellent customer service for internal and external business partners. This position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.

Job Advert

Key Accountabilities
  • Execute day to day customer experience related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer 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, bp Partners and third parties.
  • Provide customer service via the internet, phone, fax, and email to support activities.
  • Provide a level of customer experience consistent with bp’s core values and Service Level Agreements
  • First point of contact for bp enquiries from commercial & retail customers, the public and bp rewards customers.
  • Provide an effortless experience for all bp customer interactions with a high focus to achieve first call resolution.
  • Interact with customers in a professional, friendly, empathetic, and efficient manner.
  • Meet your individual productivity & behavioural KPI’s and contribute positively to achieving team and organisational targets as per your My Plan.
  • Display flexibility and adaptability to help meet the department’s scheduling requirements.
  • Provide accurate information to both internal and external customers through the correct use of relevant business applications and systems.
  • Operate effectively and professionally within a team environment and contribute positively to achieving organisation targets – be a strong team player.
  • Strong focus on leaning in, suggesting, and driving continuous improvements to process and customer experience.
  • Develop and maintain a professional working relationship with stakeholders in other teams across bp.
  • Respond to and action customer requests received via various channels: phone, email, live chat, and other digital platforms
  • Assist with other non-core activities across the wider team e.g., projects, digital platforms, accounts receivable.
  • 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 activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Education, Experience
  • Educated to A Level standard or equivalent.
  • Minimum of 1-2 years previous experience customer service skills in a in live chat / telephony-based customer services environment with experience in providing professional, polite, and empathetic customer service essential.
  • Demonstrated ability to interpret customer needs and behaviours with a proven ability to effectively manage the end-to-end customer experience, fulfilling the customers’ needs.
  • Customer Relationship Management (CRM) system experience
#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

Entry
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Deadline: 20-06-2024

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