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DESCRIPTION
Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
About the role
The Senior 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.
Senior 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. Senior CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.
In this role You will
- Handle day-to-day customer service tasks while meeting service standards and customer expectations.
- Support key customers and act as the main point of contact for customer enquiries and issues.
- Connect with customers expertly via phone, email, and other channels.
- Take ownership of sophisticated customer issues and ensure they are resolved or raised when needed.
- Support customers with:
- Account setup and maintenance
- Order processing, tracking, and delivery issues
- Supply disruptions and order updates
- Product and retail programme enquiries
- Customer complaints and fuel quality claims
- Record, track, and follow up on customer requests until they are fully resolved.
- Identify and raise high-risk issues (e.g., financial, legal, or reputational risks).
Service Improvement
- Manage customer expectations in line with agreed service levels.
- Build strong relationships with customers and internal teams.
- Identify process improvements to increase efficiency and improve customer service.
- Help improve knowledge resources by identifying gaps and suggesting updates.
- Support testing of new systems and process improvements before implementation.
REQUIREMENTS
What You will need to be successful
- Educated to A Level standard or equivalent
- Proficiency in English and German
- Previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
- Must demonstrate a strong understanding of customers’ needs / behaviors
- Excellent written/oral communication skills and ability to build effective working relationships
- Strong time management and organization skills
- Strong problem-solving skills
- Highly motivated
- Experience using SAP and/or Siebel and MS Office application