Job Description:

About bp

Our purpose is to deliver energy to the world today and tomorrow. For more than 100 years, bp has been discovering, developing, and producing oil and gas in the countries where we operate. Today, we are one of the few global companies able to provide governments and customers with a coordinated energy offering.

Delivering our strategy sustainably is fundamental to achieving our ambition to become a net zero company by 2050 or sooner.

As a Customer Services Representative, you will be responsible for delivering day-to-day customer service operations to ensure service delivery meets customer expectations and aligns with defined performance indicators, service level agreements (SLAs), and bp's core customer service values.

You will act as a key point of contact for both internal and external customers, supporting a wide range of accounts including retail fuel sites, branded and unbranded customers, commercial and strategic accounts, and terminals.

Key Responsibilities

Customer Service & Account Support

• Provide professional, friendly, and efficient customer service via phone, email, internet, and written correspondence.
• Act as an issue point for verbal and written customer enquiries from external customers, internal bp partners, and third parties.
• Proactively lead and resolve key account customer issues, collaborating with internal teams where required.
• Take ownership of called out customer complaints and ensure timely resolution.
• Call out unresolved activities and ensure accountability from assigned teams.

Operational Support

Provide assistance with:

• Retail marketing programs, policies, and product fulfilment
• On-Road Fuel Cards and Cardex transaction processing
• Back-office site systems and convenience promotion setup
• Retail site experience complaints, fuel quality claims, and site locator enquiries
• Site maintenance queries, including end-to-end resolution and invoice payment fulfilment
• Identify, manage, and resolve customer complaints, including root cause analysis.

Case Management & Risk Handling

• Log, assign, and supervise customer queries from receipt to completion, ensuring accurate data entry across all customer service systems.
• Support Global Business Services (GBS) activities through triage, partner concern, and resolution of high-risk customer issues (financial, legal, or reputational).

Service Management & Continuous Improvement

• Manage customer expectations in line with agreed SLAs.
• Identify knowledge gaps and recommend updates to knowledge base documentation.
• Build and maintain positive relationships with customers and internal business partners through timely, accurate, and high-quality service.
• Participate in continuous capability development and provide on-the-job training and onboarding support to new team members.
• Identify process gaps and inefficiencies and proactively propose solutions to improve productivity and service levels.
• Support user acceptance testing for service center technologies and ERP system enhancements.

Education, Experience & Skills

• Matric

Experience

• Previous customer service experience in a call center or customer-facing environment preferred, ideally supporting key account customers
• Strong attention to detail with the ability to follow defined processes
• Demonstrated team-oriented approach, reliability, and accountability
• Ability to perform effectively in a fast-paced, pressurized environment

Skills & Competencies

• Strong understanding of customer needs and behaviors
• Excellent written and verbal communication skills
• Strong time management, organization, and problem-solving abilities
• Highly motivated and proactive
• Experience with SAP and/or Siebel, CRM tools, and Microsoft Office applications

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:

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 contact us.

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.