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 in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

About the role

Customer service support specialist is intended to provide end to end support to our customers from on-boarding trough the full life cycle of the customer on a given product or products delivering an effortless and best customer experience in all touch points with the customer.

In BP, we put the customer in the heart of all what we do, and we want to establish our reputation as the best in class regarding customer care for which this position will have a critical role to play to enable the company to achieve it. To be successful in this role the individual need to be excellent communicator who's able to earn our customers trust, deep knowledge of the product, systems and processes to be able not just to guide customers troughs features and functionalities but also recommending solutions.

Key Accountabilities

Complete day to day customer service-related operational tasks from end-to-end to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.

Leverage deep understanding of specific products, processes / systems and act as a critical issue 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.

Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines or product defects as recommendations on how they can be more efficient.

Take ownership and proactively resolve customer issues (working with other teams as appropriate):

• Take ownership and resolve escalated telephone and written customer issues.
• Raise activities that are not actioned by assignees.
• Keep the accountability for the customer query or request resolution

Provide customer support via the internet, phone, and email to support activities including:

• Account set-up, installation and delivery issues.
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyses and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Advise customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• 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.
• Exhibit solid Teammate characteristics, constructive communication and active listening skills at all times
• Support the development and help maintain sound working relationships with key partners, customers and external service providers
• Other tasks as directed by the team leader
• Run and analyze reports
• Log and follow-up incidents in the Incident report
• Ensure that all processes are aligned with current ISO 9000 accreditation
• Ensure that all activities meet with the BSC’s HSSE requirements
• Monitor Team SOX compliance

Communication with the business, participation on calls:

• Takes part in calls and communications with the business as assigned by the Team Lead

Support FBT 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

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 partners through the provision of