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Senior Customer Experience Consultant

Senior Customer Experience Consultant

  • Location Australia - Docklands
  • Travel required No travel is expected with this role
  • Job category Business Support Group
  • Relocation available This role is not eligible for relocation
  • Job type Professionals
  • Job code RQ076517
  • Experience level Intermediate
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Job summary

Entity:

Finance


Job Family Group:

Business Support Group


Job Description:

The Customer Experience Specialist role requires a self-starter with exceptional customer service focus & passion for digital as part of the Customer Experience team to contribute to a low effort customer experience for Premium accounts across ANZ.  Currently the role supports Fuels & Lubricants however potential opportunities may present as part of the future company strategy.

The role requires you to suggest & drive continuous improvement that will enhance the customer experience including dealing with multiple stakeholders. Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.

Please be aware that all bp ANZ employees must be Permanent Residents or Citizens of Australia or New Zealand.

NOTE: This role is a 12 month fixed-term contract in support of our New Zealand customers and thus will require you to work 7am-3pm Monday-Friday and follow New Zealand Public Holidays.



About the Role:
•    First point of contact for Premium accounts covering queries, order processing, correct use of relevant business applications & systems, aligned to Service Level Agreements, policy & procedures
•    Respond to customers and stakeholders across a suite of digital platforms.
•    Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse escalating emotions.
•    Develop & maintain professional working relationships consistent with GBS’s core values.
•    Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.

About You:
•    Demonstrated ability in key account management 
•    Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions
•    Strong confident writing and communication skills plus practice active listening
•    Ability to work & learn collaboratively in a team environment.
•    Strong attention to detail, excellent organisation & time management skills
•    Experience in stakeholder management & influencing outcomes

The benefits:
Bp offers a vibrant, collaborative work culture in a company that closely follows its values. We are dedicated to developing your career and reward our people with a competitive package coupled with benefits that reflect these values.
•    Generous salary package including annual bonus program, super & fuel discounts
•    Excellent work-life balance & flexible working arrangements, 3 days in the office & 2 days working from home
•    Collaborative environment that celebrates achievements, diversity and culture
•    Ongoing career opportunities in a global organization
•    Career development and mentoring programs
•    Collaborative team with a safety-first approach


Travel Requirement

No travel is expected with this role


Relocation Assistance:

This role is not eligible for relocation


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.

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