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Job Description:
The Customer Experience Consultant role requires a self-starter with exceptional customer service focus & passion for digital as part of the Customer Experience team to contribute to a low effort customer experience for Premium accounts across Castrol business.
Customer contact will vary from phone and e mail. The role requires you to contribute to overall business objectives & goals. Problem solving & query resolution play an important part in this role in conjunction with the ability to multitask.
The role requires you to suggest & drive continuous improvement that will enhance the customer experience including dealing with multiple collaborators.
Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.
Key Accountabilities
First point of contact for Premium accounts covering queries, order processing, correct use of relevant business applications & systems, aligned to Service Level Agreements, policy & procedures
Respond to customers and collaborators across a suite of digital platforms.
Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse situations.
Have a keen eye for identifying what can become reputational or vial and apply conflict resolution principles to mitigate issues as well as enacting the process to the business and team lead.
Provide a low effort customer experience for all interactions including first call resolution.
Develop & maintain professional working relationships consistent with GBS’s core values.
Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.
Build an in-depth knowledge of Premium accounts, the customer offer & inhibitors. Provide insights back to the business with a lens of continuous improvement.
Build & maintain relationships with GBS India through sharing standard methodology & knowledge to ensure a consistent customer experience.
Key Challenges
Prioritising & balancing incoming customer enquiries whilst maintaining a prominent level of customer service & minimising impact to service delivery.
Responding & adapting to organisational, environmental & operational change
Consistently delivering a low effort interaction for the customer
Have a keen eye for identifying what can become reputational or vial and apply conflict resolution principles to mitigate issues as well as enacting the customer concern process to the business and team lead.
Essential Criteria & Key competencies
Education, Experience
Educated to A Level standard or equivalent
Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
Skills
Minimum of 3 years’ experience in a corporate customer experience environment
Demonstrated 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
Familiarity with chatbots, live chat & social media platforms
Experience in collaborator management & influencing outcomes
Travel Requirement
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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.