Senior Customer Service Representative (French)

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.

Join our Customer Service Team and advance your career as a

Senior Customer Service Representative (French)  

The Senior Customer Service Representative (CSR) provides first and second-line support for telephone and written inquiries from external Key Customers, internal participants, and other consumers in line with agreed service levels. This role ensures queries are resolved promptly, accurately, and with the highest level of customer satisfaction.

Senior CSRs act as the first point of contact for key customer inquiries and are expected to have a broad understanding of all customer service processes to achieve high first-contact resolution rates while handling customer expectations across multiple channels.

Responsible for:

Providing customer service support to ensure maximum customer satisfaction, assisting the team in maintaining a strong link between our products/services and our customers, and building an accurate understanding of customer needs and expectations.

In this role You will:

Functional

• Complete day-to-day customer service tasks to meet customer expectations
• Act as an escalation point for inquiries from external and internal customers, including retail fueling sites, branded/unbranded customers, commercial accounts, and terminals
• Interact professionally and efficiently with customers, raising concerns as needed
• Proactively resolve Key Account issues, taking ownership of the cases and ensuring timely resolution.
• Provide support via phone, email, fax, and online channels for:
• Account setup and delivery issues
• Order processing and fulfillment
• Sales order tracking and supply outage management
• Retail marketing program information and complaint resolution

Service Management & Continuous Improvement

• Handle customer expectations based on service level agreements
• Identify knowledge gaps and recommend improvements to existing documentation.
• Build strong relationships with customers and internal teams through accurate and timely service
• Highlight process inefficiencies and propose solutions to improve productivity and service quality
• Participate in user acceptance testing for service center technology and ERP systems

What You will need to be successful:

• Fluent in English and French (reading, writing, and speaking)
• Excellent written and verbal communication
• Strong organizational and time management skills
• Problem-solving ability and proactive demeanor
• Proficiency in MS Office; experience with SAP and/or CRM systems (Siebel or Salesforce) preferred

Key Competencies

• Customer Service Delivery Excellence
• Inbound Document Management
• Sales Order Management
• Complaint Resolution
• Data Management & Control
• Process & Quality Improvement

At bp, we provide the following environment & benefits to you:

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 2 days / week, based on team agreement