Overview
Key Accountabilities
Functional
Complete day to day customer service-related operational tasks to ensure the service meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.
The SCSR/SBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. The SCSR/SBSR is also responsible for improvement of processes with an impact on customer satisfaction.
Leverage deep understanding of specific customers, processes / systems, and act as a critical issue point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties. These customers belong to the Car&Van, Truck&Bus segments of the European Cards Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries.
Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.
Proactively resolve customer issues (working with other teams as appropriate):
Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
Take ownership and resolve raised telephone and written customer issues.
Raise activities that are not actioned by assignees.
Act as domain expert for the process covered.
Provide customer service via the internet, phone, fax and email to support one or more activities subject to the customer service area covered:
Prospect handling and Customer set-up
Enable timely and accurate card issuance, invoicing, customer master data handling
Price and rebate management
Complaint handling: including accurate logging, resolving and providing feedback to the customer
Proactive follow-up with Sales and Customer on pending activities preferably on the phone, proactive flagging of the gaps in a particular process, provide domain expertise and resolution for a sophisticated quality issue, ensure SLA is maintained
Build effective relationships with Sales Area Managers or front office teams addressing process issues, gaps: continuous and proactive exchange on business activities, customers, setting priorities, give and receive feedback
Build customer understanding: insight on customer portfolio – generated volume, behaviours, risks
Ensure effortless customer experience on the phone
Log, assign and supervise 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 standards 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
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Make recommendations on existing knowledge base documents and identify knowledge gaps.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Support of GBS and Cards related projects in a timely and accurate manner.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Requirements
Educated to A Level standard or equivalent
Proficiency in Dutch and English
Previous experience customer service skills in a telephone environment and/ or customer services environment preferred.
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
Experience using SAP and/or Siebel and MS Office application
About bp Finance Business & Technology (FBT)
Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
