Customer Services Analyst: Waterfront Office - BP International

Job Description:

• At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others.
• The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
• 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 deep understanding of specific key account customers, processes / systems and act as an escalation 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.
• Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve escalated telephone and written customer issues.
• Escalate activities that are not actioned by assignees.
• Provide customer service via the internet, phone, fax and email to support activities including:
• Account set-up, allocation and delivery issues.
• Retail marketing programme information, policy and product fulfilment.
• On Road Fuel Cards and Cardex transactions processing
• Back Office sites systems assistance and Convenience promotions set up and query resolution
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification and management of complaint root causes.
• Site Maintenance logged queries end to end resolution (including invoice payment fulfilment)
• 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.
• The role works shifts, 24/7, 365 days a year.Maintains strong, ongoing relationships with customers and business partners.

Education, Experience

• Matric
• Minimum of 2 years previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
• Demonstrate attention to detail and ability to adhere to processes
• Strong sense of team mentality and reliability
• High service delivery and effective teamwork
• Customer focused, service oriented and performance driven.
• Ability to work in a pressurised environment