Customer Service Representative – Lubes

The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction. It will provide the full range of customer service activities including order placement, delivery, stock, and pricing queries. They will also provide support to the Sales team for pricing, delivery, and account-based queries.

Key Accountabilities:

• Execute day to day customer service-related operational tasks to ensure delivery meets customer expectations and offer 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. These will include the lubricants business, retail fuelling sites, branded and unbranded customers, commercial and strategic accounts, 3 PL providers, and terminals.
• Provide 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.
  • Monitor supply outages and react accordingly for incoming and existing orders.
  • Complaint resolution, identification and management of complaint root causes and the tracking of the same through an appropriate CRM.
  • Management & communication of customer non deliveries
• 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.
• Proactively display first call resolution to provide effective decisions to ensure customers’ requirements are met and company standards and policies are adhered to.
• 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 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred.