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 fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
Interact with customers in a professional, friendly and efficient manner and escalate 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 actioned by assignees.
Provide customer service via the internet, phone, fax 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 strong 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 productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
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
Able to meet tight deadlines
Able to consistently review and adapt approach and style to meet ever changing requirements
Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
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
Educated to A Level standard or equivalent
High Level of IT proficiency in Microsoft packages
Fluency in English and Czech
Slovakian and Hungarian knowledge is plus
A truly multinational team
Easily accessible workplace
High-quality office environment
Opportunity to develop your professional skills in a multinational company
Working in an international, young and dynamic team