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 solve some of the big complex 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. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

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

Join our Finance Team and advance your career as a/an

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 customers. Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.

Key Responsibilities-

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 partners across a suite of digital platforms.

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

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.

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 process & 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.

  
  

Key competencies-

• Educated to A Level standard or equivalent. Minimum of 3 years’ experience in a corporate customer experience environment.

  
  

• 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

  
  

• Demonstrated ability to interpret customer requirements, diagnose issues & determine 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 organization & time management skills. Familiarity with chatbots, live chat & social media platforms

  
  

• SAP, JDE, Gen+, Salesforce CRM experience

  
  

• Experience in collaborator management & influencing outcomes

  
  

Travel Requirement

Negligible travel should be 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 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.