Customer Service Analyst

2 weeks ago

Cape Town, Western Cape, South Africa bp Full time
Job summary

Entity:

Finance

Job Family Group:

Business Support Group


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.


Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels.

Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

Key Accountabilities:

Functional


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.
  • 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.


Support GBS activities through immediate triage, escalation (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 partn6ers through the provision of timely, accurate and high quality service.

Undergo continuous capability training required from the role. Provide on the job training to colleagues and onboard new joiners as and when required.

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.

Job Holder Requirements:

_ Education, Experience_

  • Matric
  • Minimum of 2 years previous experience customer service skills in a customer services environment, 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
    _ Skills_
  • Must demonstrate a strong understanding of customers' needs / behaviours
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Strong time management and organisation skills
  • Strong problem solving skills
  • Highly motivated
  • Have a working knowledge of CRM systems tools and SAP
    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:

Adaptability, Authenticity, Collaboration, Communication, Continuous Learning, Courage, Creativity and Innovation, Curiosity, Decision Making, Digital fluency, Ethical judgement, Excellence, Group Problem Solving, Influencing, Knowledge Sharing, Listening, Managing volatility, Resilience, Self-Awareness, Stakeholder Engagement, Stakeholder Management, Understanding Emotio

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