Customer Experience Consultant - Fuels Job in Pune at B.P Private Limited

BP is hiring for the role of Customer Experience Consultant - Fuels!

Responsibilities of the Candidate:

• Implement 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 function's 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 inquiries from external customers, consumers, and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts, 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
  • Supervise supply outages and react accordingly to incoming and existing orders
  • 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
  • Log, assign, and supervise the 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, 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 positive 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 productivity and/or the level of service provided.

Requirements:

• Graduation standard or equivalent
• Minimum of 12 months previous experience in customer service skills in a telephone environment and/or customer services environment preferred