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 CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers Key Responsibilities 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 fueling sites branded and unbranded customers commercial and strategic accounts and terminals Interact with customers in a professional friendly and efficient manner and bring up 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 acted by assignees Provide customer service via the internet phone chat and email to support activities including Account set-up allocation and delivery issues Order processing and order fulfilment Sales order tracking Monitor supply outages and react accordingly for incoming and existing orders Retail marketing programme information policy and product fulfilment Retail site experience complaints fuel quality claims site locator etc Complaint resolution identification and management of complaint root causes 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 positive relationships with both the customer and internal business partn6ers through the provision of timely accurate and high-quality service Highlight process gaps and inefficiencies proactively seek solutions to increase efficiency and or level of service provided Perform user acceptance testing in service center technology and ERP systems to help ensure effective improvement execution Required Skills Experience Graduate Post Graduate degree in any field with relevant language skills Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services setting preferred ideally taking care of Key Account Customers Desirable Skills Must demonstrate a solid understanding of customers needs behaviors Excellent written oral communication skills and ability to build effective working relationships Strong time management and organization skills Strong problem-solving skills Highly motivated Experience using SAP and or Siebel and MS Office application 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 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 Service Customer-Support Customer Value Proposition Digital Fluency Resilience Self-Awareness 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 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

📌 Customer Service Representative (Pune)
🏢 Bp
📍 Pune