Customer Services Analyst

Responsibilities

• Customer support & case ownership
• Provide first- and second-line support via phone, email, and digital channels, responding within agreed service levels
• Own queries and escalations through to resolution, coordinating actions and keeping control of next steps
• Handle escalations with financial, legal, or reputational impact, ensuring the right teams are involved and updates are shared
• Keep customers updated throughout the case lifecycle, setting expectations on timing, outcomes, and next actions
• Stakeholder & key account support
• Support retail fuel sites, branded/unbranded customers, commercial accounts, terminals, and internal stakeholders, adapting your approach to each group
• Apply key account processes and service requirements, using the right workflows and approvals where relevant
• Work with internal teams and third parties to resolve issues, ensuring handovers are clear and actions are tracked to closure
• Case management & systems
• Log, assign, track, and close cases accurately, making sure each case has clear notes and a defined outcome
• Maintain data quality in CRM, SAP, and related systems, ensuring records support reporting and future follow-up
• Support queries related to:
• Account setup and delivery issues
• Retail marketing programmes and promotions
• Fuel cards and Cardex transactions
• Back-office systems support
• Site experience complaints and fuel quality claims
• Site maintenance queries and invoice resolution
• Service improvement
• Identify recurring issues and share root causes, helping teams reduce repeat contacts and rework
• Flag process gaps and improvement actions, contributing practical fixes that support service delivery
• Update knowledge base content and documentation, keeping guidance current and easy to use
• Support user testing for service centre and ERP changes, confirming outcomes and raising issues early
• Support onboarding and training for new joiners when needed, sharing processes and system guidance

Requirements

• Experience in a customer service environment where you handled varied customer queries and follow-ups
• Experience handling escalations and complaints, including cases that required coordination across teams
• Able to lead volume and work a 24/7 shift pattern, keeping quality and accuracy consistent
• Track record of owning issues through to closure, including follow-ups and stakeholder updates
• Experience with CRM systems and SAP (or similar ERP tools), using them to track cases and maintain data quality
• Clear written and verbal communication, with the ability to adapt tone and detail to the audience
• Able to handle difficult conversations, staying focused on resolution and next steps
• Attention to detail and process discipline, ensuring cases are logged, tracked, and closed correctly
• Problem solving and time management, prioritising work based on impact, urgency, and service levels
• Teamwork and accountability, following through on actions and supporting shared service outcomes
• Focus on first-contact resolution, while knowing when and how to escalate optimally
• Education
• Matric (required)
• NQF Level 6 (Diploma) or NQF Level 7 (Degree) (preferred)
• Working environment
• Cape Town (office-based), with remote flexibility where agreed and operationally supported
• Rotational 24/7 shifts, aligned to customer demand and service coverage needs
• Travel Requirement
• No travel is expected with this role
• Relocation Assistance:
• This role is not eligible for relocation
• Remote Type:
• This position is a hybrid of office/remote working
• Legal Disclaimer:
• We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sex

Benefits

Additional Information

Entity: Finance Job Family Group: Business Support Group Job Description: At bp, we provide an excellent working environment and employee 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

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