Senior Customer Experience Representative

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to tackle some of the big sophisticated challenges that matter for the future.  We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. 

Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better – and how you can play your part in our world-class team? 

Key Accountabilities

• Respond to premium customer orders, complaints, & queries in line with SLA’s, policy & procedures

• Key point of escalation and issue resolution from all customer segments and omni-channel

• Support current & future digital opportunities around live chat, chat bot, conversational AI, other digital automations, social media in line with Company strategy.

• Find opportunities to enhance Salesforce in addition to providing customer insights with business partners.

• Build & maintain effective working relationships with all stakeholders across GBS locally and our hubs, bp & Castrol.

• Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse intensifying emotions.

• Share customer insights from different ERPs with stakeholders and recommendations for solutions.

• Seek opportunities to own, recommend & drive process improvement.

• Own digital & process transformation & help drive implementation.

• Ensure all procedures are relevant, have adequate controls in support of procedure & standardisation & customer centricity.

• Actively promote & encourage online services & products as part of the self-serve strategy.

• Product SME with deep end to end experiential knowledge across the customer product & offers including digital platforms.

• Identify trends, patterns, and root causes

• Convert data into actionable business insights

• Apply critical thinking and problem-solving techniques

• Act as the Product Owner on emerging opportunities through development

• Provide product & system training across the team.

• Respond & adapt to organisation & operational change by minimising impact to quality or the customer experience.

Education & Skills

• Min Graduate with proven experience.

• Minimum of 5 years’ experience in a corporate customer experience environment

• Proven 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

• SAP, JDE, Gen+, Salesforce CRM experience

• Skills required Advanced Excel, Power BI, SQL, Data Storytelling

• Experience in stakeholder management & influencing outcomes

At bp, we provide an excellent environment and 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! 

Diversity sits at the heart of our company, and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.  

We do not discriminate based on race, religion, colour, national origin, gender and gender identity, sexual orientation, age, marital status, veteran status, or disability status. 

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

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:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/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 adjustment/accommodation related to the recruitment process, please contact us.

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.