Customer Experience Consultant

Grade Responsible for providing proactive assistance to the Customer Service team with a variety of administrative activities to help support operationally excellent customer service for internal and external business partners. The K level for this position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.

Job advert:

Customer Experience Consultants 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. CECs are the first point of contact for BP telephone-based enquiries

Key Accountabilities:

• Execute day to day customer experience 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 understanding of specific processes / systems and act 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.
• Provide customer service via the internet, phone, fax, and email to support activities
• Provide a level of customer experience consistent with GBS’s core values and Service Level Agreements with bp
• First point of contact for bp enquiries from Commercial Retail (B2B bp plus), general public and bp rewards (B2C) Customers for ANZ
• Provide an effortless experience for all bp customer interactions with a high focus to achieve first call resolution.
• Interact with customers in a professional, friendly, empathetic, and efficient manner
• Meet your individual productivity & behavioural KPI’s and contribute positively to achieving team and organisational targets as per your My Plan
• Display flexibility and adaptability to help meet the department’s scheduling requirements
• Provide accurate information to both internal and external customers through the correct use of relevant business applications and systems
• Operate effectively and professionally within a team environment and contribute positively to achieving organisation targets – be a strong team player
• Strong focus on leaning in, suggesting, and driving continuous improvements to process and customer experience
• Develop and maintain a professional working relationship with stakeholders in other teams and bp
• Respond to and action customer requests received via various channels: phone, email, live chat, and other digital platforms e.g. social media
• Assist with other non-core activities across the wider team e.g. projects, digital platforms, accounts receivable
• 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

Location:

• Pune, Maharashtra

Education, Experience:

• Educated to A Level standard or equivalent
• Minimum of 1-2 years previous experience customer service skills in a in live chat / telephony-based customer services environment with experience in providing professional, polite, and empathetic customer service essential
• Demonstrated ability to interpret customer needs and behaviours with a proven ability to effectively manage the end-to-end customer experience, fulfilling the customers’ needs
• Customer Relationship Management (CRM) system experience