Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Job Purpose
The Lead 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 happiness.
Lead Customer Service Representative (LCSRs) are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually lead customer expectations through various contact channels. Lead CSRs will be required to perform reporting activities, guide CSR’s , train new joiners, perform audits and develop the team queues to ensure service levels are met.
Key Accountabilities
Functional
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Complete day to day customer experience 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.
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Leverage understanding of specific processes / systems and act as the first and second 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.
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Provide customer service via the internet, phone, fax and email to support activities
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Provide a level of customer experience consistent with GBS’s core values and Service Level Agreements with bp
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Implement 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.
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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.
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Leverage deep understanding of specific key account customers, 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.
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Engage with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines.
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Take ownership and resolve called out telephone and written customer issues. Raise activities that are not actioned by assignees.
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Proactively resolve Key Account customer issues (working with other teams as appropriate.
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Support GBS 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
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Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
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Make recommendations on existing knowledge base documents and identify knowledge gaps.
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Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
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Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
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Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Key Challenges
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Respond to and resolve a diverse range of enquiries in a professional and timely manner
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Display flexibility and adaptability to help meet the department’s scheduling requirements
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Prioritising and balancing incoming customer enquiries and administration tasks whilst maintaining a high level of customer service
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Responding and adapting to organisation & operational change minimising impact to service delivery
6. Essential Criteria & Key competencies
Education, Experience
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Graduate in any discipline.
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Min Minimum of 8 years previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
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Demonstrated ability to interpret customer needs and behaviours with a proven ability to effectively manage the end-to-end customer experience, fulfilling the customers’ needs
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Customer Relationship Management (CRM) system experience
Other (eg systems)
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MS Office 360
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Gen+ Card Systems
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SCT, Gensys, WDE
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CRM Salesforce and SAP experience preferred but not essential
Skills
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Must demonstrate a strong understanding of customers’ needs / behaviours
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Excellent written/oral communication skills and ability to build effective working relationships
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Strong problem-solving capability and demonstrated ability in dealing with challenging customer situations
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Strong time management and organisation skills
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Highly motivated and demonstrated level of initiative plus ability to self-manage workload in line with organisational priorities and targets
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Demonstrated ability to work well in both team environment and autonomously
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Professional, polite, calm and empathetic phone, email & live chat manner with the ability to work under pressure
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Intermediate knowledge of MS Office application
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Experience using SAP and/or Salesforce is an advantage
Key competencies
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Inbound Document Management - 3
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Customer Service Delivery Excellence - 4
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Business & 3rd Party Systems Knowledge - 1
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Influencing Ability & Negotiation - 3
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Data Gathering & Analysis - 4
We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, 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 or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Travel Requirement
No travel is expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is a hybrid of office/remote working
Skills:
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.
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.
