Job Description:

The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

Lead Customer Service Representative (LCSRs) are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Lead CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

Key Accountabilities

Functional

• Complete 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 a critical issue 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.
• Agree with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve called out telephone and written customer issues.
• Call out activities that are not actioned by assignees.
• Complaint resolution, identification and management of complaint root causes.
• Support GBS activities 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.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase efficiency and / or level of service provided.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
• Ensure standard processes are embedded & adhered consistently throughout the team
• Act as the first point of escalation for the team and for the relevant business collaborators in case of operational issues

• Coach and mentor team members regarding specific processes and issues. Ensure the team is advised and trained about major process changes
• Provide support for new joiners, ensure proper training plan is in place, but also support them during the on the job training period
• Support the development of a team environment which supports continuous improvements. Drive process improvement proactively by adapting to business needs; market changes and proposing new insights for specific process.
• Take ownership of projects related to daily operations
• Enhance the cooperation with other functions and teams within GBS and the wider business to ensure that overall operational objectives are met and customer experience is positively influenced.
• Takes part in calls and communications with the business as assigned by the Team Leader

6. Qualification & Experience

Essential Education and Experience

• Graduate
• Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally taking care of Key Account Customers

Key Competencies

• Excellent communication skills-both verbal and written
• Strong time-management and task prioritization skills
• Strong PC skills including Microsoft Office
• Ability to lead a project for an end to end process.
• Reputation of working effectively across diverse teams and operations
• Strong time management and organisation skills
• Strong problem solving skills
• Detail-oriented with proven ability for accuracy

Desirable Criteria

• Self-starter and able to work independently

• Experience working with root cause analysis
• Excellent collaborator engagement and interpersonal skills
• Strong influencing skills at all levels of the organisation
• Ability to work under pressure
• Have a clear understanding of how the business works and a commercial perspective
• Understanding of CI principles and ability to apply and drive solutions
• 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

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement
Negligible travel should be expected with this role

Relocation Assistance:
This role is eligible for relocation within country

Remote Type:
This position is a hybrid of office/remote working

Skills:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.