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Customer Service Representative – Lubes

Customer Service Representative – Lubes

  • Location India - Maharashtra - Pune
  • Travel required Yes - up to 10%
  • Job category Business Support Group
  • Relocation available Yes - Domestic (In country) only
  • Job type Professionals
  • Job code 133422BR
  • Experience level Entry
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Job 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. Level for this position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.

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.
  • 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..
  • 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.
  • Provide accurate information to both internal and external customers through the correct use of relevant business applications and systems.
  • Strong focus on leaning in, suggesting, and driving continuous improvements to process and customer experience.
  • Respond to and action customer requests received via various channels: phone, email, live chat, and other digital platforms
  • 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.
Education, Experience
  • Education Graduation 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#
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.
  • First point of contact for bp enquiries from commercial & retail customers, the public and bp rewards customers.
  • 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.
  • 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.
  • 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.
Education, Experience
  • Education Graduation 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.
  • Customer Relationship Management (CRM) system experience
#CustomerIndia#

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. Level for this position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.

Apply Search all jobs at bp