Customer Service Representative
Location
Pune | India
Job description
Entity:
Finance
Job Family Group: Business Support Group
Job Summary: Grade J
Responsible for providing customer service support to help to ensure maximum customer satisfaction, assisting the team in providing a communicative link between our products/services and our customers and building an accurate understanding of the customer's needs and expectations.
Job Description: 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 fuelling 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 programme 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.
Education, Experience
- Graduation
- Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.
Travel Requirement No travel is expected with this role
Relocation Assistance: This role is eligible for relocation within country
Remote Type: This position is a hybrid of office/remote working
Skills: 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.
Job tags
Salary
