Customer Support Voice

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. The level for this position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.
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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.
• Manage 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.

Education, Experience
• Graduation or equivalent
• Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.

Entity
Finance
Job Family Group
Business Support Group
Relocation available
Yes - Domestic (In country) only
Travel Required
Yes - up to 10%
Time Type
Full time
Country
India
About BP
FINANCE
Join us in a crucial time of transition. We are bringing all of our finance and procurement activities for the group into one place, enabling better work.
For you this means working with us on:
Compliance – efficiently delivering external reporting requirements to ensure we continue to meet our regulatory ‎obligations in all jurisdictions, supported by robust control environment across all three lines of ‎defence.‎
Stewardship – laying out a robust finance framework and providing ongoing management of the balance sheet and ‎portfolio execution, supported by effective advocacy to the market.‎
Performance – facilitating the effective allocation of capital, development of business plans and coordination of ‎business performance interventions to ensure a consistent delivery between strategic aspirations, ‎operational forecasts and delivered outcomes. Furthermore, you will be responsible for value creation through mergers and acquisition-led ‎deals, commercial negotiations and integration of business opportunities.‎
Transformation – driving digital transformation (centralising, digitising, optimising) across all elements of the finance entity to ‎achieve sector-leading cost-performance.‎
Experience Level
Entry
Legal disclaimer
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic background, neurodiversity/neurocognitive functioning, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations