Customer Experience Senior Data Analyst

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries via email/chat/social media from external Key Customers, internal Customers, 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.

This will be a 24/7 support role which would require a flexible schedule in terms of working hours & working days supporting the US time zone.

Customer Facing (CF) CSRs 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. CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.

Key Responsibilities:

• Initial point of contact for all retail consumers regarding site experience concerns
• Provide exceptional customer service to our customers and team members.
• Leverage deep understanding of specific key account customers, processes / systems
• Act as a critical issue point for any verbal or written form of enquiries from external/internal customers
• Interact in a professional, friendly, and efficient manner and bring up relevant concerns
• Retail marketing program information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification, and management of complaint root causes.
• Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information, and passing that information to the appropriate personnel.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, escalation requirements and paths.
• Must have the ability to determine the appropriate actions for new or unique incidents without scripted guidance.
• Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
• Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
• Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
• Representatives must actively engage in continuous improvement in all activities
  
  

Required Skills & Experience:

• Bachelor’s Degree in Economics, Business, Finance, Accounting or related field with relevant language skills.
• Superior customer service skills.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Minimum 5-7 years of experience in established customer service organizations
• Team-oriented approach.
• Strong problem-solving skills.
• 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 efficiency and / or level of service provided.
• Perform user acceptance testing in technology and systems to help ensure effective improvement execution.
  
  

DESIRABLE CRITERIA:

• Retail experience, preferably in a convenience store or equivalent venue.
• Basic familiarity with convenience store food and facility equipment.
• Must demonstrate a solid understanding of customers’ needs / behaviors.
• Strong time management and organization skills.
• Highly motivated
  
  

At bp, we provide an excellent environment and benefits such as an open and inclusive culture, a great work-life balance, tremendous learning, and development opportunities to craft your career path, life and health insurance, medical care package and many others!

Diversity sits at the heart of our company, and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place. We do not discriminate based on race, religion, colour, national origin, gender and gender identity, 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 and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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:

Accounting for financial instruments, Accounting for financial instruments, Accounting policy, Agility core practices, Agility tools, Analytical Thinking, Analytics, Business process control, Business process improvement, Commercial Acumen, Commercial assurance for external reporting, Communication, Creativity and Innovation, Credit Management, Curiosity, Customer centric thinking, Data Analysis, Data visualization and interpretation, Decision Making, Digital Automation, Digital fluency, Financial Reporting, Influencing, Internal control and compliance, Long Term Planning {+ 4 more}

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.