Job Description

Job category
Business Support
Experience level
Entry
Relocation available
This role is eligible for relocation within country
Job type
Professionals
Travel required
No travel is expected with this role
Job code
RQ105749


Job Purpose :-
At bp, we're reimagining energy for people and our planet. We have a daring ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting 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 Finance Business & Technology (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 GBS centre will drive ground breaking digital solutions and agile ways of working.
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 handle customer expectations through various contact channels. CSRs are the first point of contact for BP telephone based enquiries.
Key Accountabilities ?
Functional -
Implement 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, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Service Management & Continuous Improvement ?
Handle 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 centre technology and ERP systems to help ensure effective enhancement execution.
Crucial Criteria & Key competencies ?
Education, Experience -
Graduation or equivalent
Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.
Skills -
Must demonstrate a strong understanding of customers' needs / behaviours.
Excellent written/oral communication skills and ability to build effective working relationships.
Strong time management and organisation skills.
Highly motivated.
Intermediate knowledge of MS Office application.
Experience using SAP and/or Siebel is an advantage.
Key competencies -
Inbound Document Management - 2
Sales Order Management - 2
Sales & Marketing Operations - 2
Data Management & Control - 2
Customer Service Delivery Quality - 2
Business & 3rd Party Systems Knowledge - 1
Influencing Ability & Negotiation - 1
Data Gathering & Analysis - 2
Value & Behaviours ?
Be responsible for your success.
Accountable for delivering innovative business outcomes.
Seeks opportunities to improve and digitize process delivery.
Adheres to safe and ethical work practices.
Think big.
Actively builds own knowledge, capabilities and skills for the future.
Values partnership and collaborates to achieve results.
Be curious.
Willing to suggest new ways of working, processes and technologies.
Ensures the delivery and improvement of digital solutions to benefit customers.
Effortless customer experiences.
Understands customer needs and delivers digital detailed self-service customer experiences.
Digital first.
Applies creative digital solutions to address problems.
Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better - and how you can play your part in our world-class team?
Come, join our bp team!
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 an accessibility need may request an adjustment/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 adjustment/accommodation related to the recruitment process, please contact us.
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.

Rewards and benefits
With ongoing learning and development, your reward goes far beyond the financial.


India
Global
Australia
Hungary
India
Malaysia
UK
Financial wellbeing
Community & growth
Work-life balance
Health & wellness
Family matters
Office experience

Elevate your career while being rewarded.

Pay



bp offers competitive pay in line with industry standards, making us an employer of choice.



Discretionary bonus



We offer discretionary bonuses to reward strong company, business unit and individual performance, and to recognize long service and commitment to the organization.



Travel



bp provides travel-related benefits like company cars for some roles, designed to ease your commute. We also provide transport to and from the office in some locations, including for nightshift workers.



Retirement, savings & insurance



There are a range of discretionary retirement, savings and insurance benefits available to help provide you and your family with financial security.

Our innovative Energize recognition points programme and spot awards translate exceptional performance into tangible rewards, to motivate our high performers.

Work, learn and grow alongside people who are among some of the very best at what they do.

Learning & development



bp is a learning organization. Whether you're looking to reskill, upskill or build the skills you already have, we can help you with the support and resources you need.



Business Resource Groups (BRGs)



Our BRGs - including Pride and Women's International Network - are our global communities where we embrace different ideas and perspectives freely.



Empowering women



Our inclusive hiring policy ensures we follow a gender-neutral approach to talent acquisition. We are dedicated to equipping women to achieve their full potential, and offer BRGs as well as awareness and development programmes on topics of interest.

Unlock a unique development experience with 'grow@bp', a comprehensive online platform offering accessible development opportunities for every bp employee at their fingertips 24/7.

At bp we aim for everyone to enjoy life beyond work and achieve a healthy work-life balance.

Hybrid & flexible working



We understand the importance of balancing work and personal obligations and offer a hybrid model of work for certain roles and consider flexible working arrangements.



Paid leave



Along with annual leave in addition to public holidays, we provide bp employees with comprehensive sick leave and compassionate leave coverage.

For certain roles, bp's hybrid working approach gives employees the opportunity to work flexibily.

We strive to create an environment where people feel safe and cared for.

Keeping well



At bp, we believe a happy and healthy workforce is in everyone's best interests. We offer comprehensive healthcare benefits - such as private medical insurance, access to online doctors, including 24/7 doctor on-call and emergency services, and annual health check-ups for you and your family.



Mental health



At bp, we focus on employee wellbeing, and provide 24/7 support tools such as an employee assistance programme, our wellbeing challenge app 'Thrive', and offer regular training to help you navigate the ups and downs of life.

We champion employee wellbeing and offer free access to the Headspace meditation app, ensuring you have the resources to thrive.

Grow your family, safe in the knowledge you have support at work.

Child and elder care



At bp, we want to help you manage your work and family commitments with on-site facilities, including creches at some sites, as well as medical insurance for parents of employees.



Family-forward leave policies



We offer maternity, paternity and adopter leave at bp to help you bond as a family and adjust to your new role.

Our extended childcare leave options including four weeks paternity leave, show our commitment to supporting family care.

Bring your whole self to work in our safe, inclusive and energizing work environment.

Office space



We ensure a comfortable work environment for all. Our workspaces are designed for inclusive accessibility, to promote mobility and access for all.



Food



At bp, you will find subsidized nutritious food options to help you stay energized throughout the day.



Equipment



At bp, we support you with the right furniture and equipment and offer you an ergonomically safe and comfortable environment to perform at your best.



Relax, recharge & have fun



Our offices provide more than just a place to work. We offer spaces to recharge and organize informal fun events to connect with colleagues.

We offer multi-faith, wellbeing and shower rooms as well as game zones, across many bp sites.

Disclaimer





This is a high-level summary only of terms and current discretionary benefits applicable to certain roles. Some rewards, benefits and policies are at managers' discretion and vary depending on where you work within the business. All terms subject to contract and all discretionary benefits subject to policy and eligibility.