# Customer Service Representative

**Company**: Bp
**Location**: India, Pune
**Job type**: full-time
**Category**: Operations
**Industry**: Energy

**Apply**: https://careers.bp.com/job-description/RQ109410?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2eb2bdc6-355

## Description

At Bp, we're reimagining energy for people and our planet. As a Customer Service Representative, you will provide first and second line of customer support to telephone and written enquiries from external and internal customers and other consumers in accordance with agreed service levels.

Your key responsibilities will include:

Implementing 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.

Leveraging understanding of specific processes / systems and acting as the first and second 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.

Providing 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, monitoring supply outages and reacting accordingly for incoming and existing orders, retail marketing programme information, policy and product fulfilment, retail site experience complaints, fuel quality claims, site locator etc.

Logging, assigning and tracking 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.

Supporting GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

You will also be responsible for handling and maintaining customer expectations, referencing pre-established service level agreements where applicable, making recommendations on existing knowledge base documents and identifying knowledge gaps, building and maintaining strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service, highlighting process gaps and inefficiencies; proactively seeking solutions to increase productivity and / or level of service provided, performing user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

To be successful in this role, you will need to 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, highly motivated, intermediate knowledge of MS Office application, experience using SAP and/or Siebel is an advantage.

## Skills

### Required
- customer service
- communication
- time management
- organisation
- MS Office
- SAP
- Siebel

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Source: [Apply at careers.bp.com](https://careers.bp.com/job-description/RQ109410?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)