Overview
In this role You will:
Functional
Complete day-to-day customer service tasks to meet customer expectations
Act as an escalation point for inquiries from external and internal customers, including retail fueling sites, branded/unbranded customers, commercial accounts, and terminals
Interact professionally and efficiently with customers, raising concerns as needed
Proactively resolve Key Account issues, taking ownership of the cases and ensuring timely resolution.
Provide support via phone, email, fax, and online channels for:
Account setup and delivery issues
Order processing and fulfillment
Sales order tracking and supply outage management
Retail marketing program information and complaint resolution
Service Management & Continuous Improvement
Handle customer expectations based on service level agreements
Identify knowledge gaps and recommend improvements to existing documentation.
Build strong relationships with customers and internal teams through accurate and timely service
Highlight process inefficiencies and propose solutions to improve productivity and service quality
Participate in user acceptance testing for service center technology and ERP systems
What You will need to be successful:
Fluent in English and French (reading, writing, and speaking)
Excellent written and verbal communication
Strong organizational and time management skills
Problem-solving ability and proactive demeanor
Proficiency in MS Office; experience with SAP and/or CRM systems (Siebel or Salesforce) preferred
Key Competencies
Customer Service Delivery Excellence
Inbound Document Management
Sales Order Management
Complaint Resolution
Data Management & Control
Process & Quality Improvement
This position is a hybrid of office/remote working
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 is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
