Additional Information
Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Job Purpose
The Lead 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 happiness.
Lead Customer Service Representative (LCSRs) are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually lead customer expectations through various contact channels. Lead CSRs will be required to perform reporting activities, guide CSR's , train new joiners, perform audits and develop the team queues to ensure service levels are met.
Key Accountabilities
Functional
Complete 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
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 functions core values.
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.
Leverage deep understanding of specific key account customers, processes / systems and act as a critical issue 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.
Engage with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines.
Take ownership and resolve called out telephone and written customer issues. Raise activities that are not actioned by assignees.
Proactively resolve Key Account customer issues (working with other teams as appropriate.
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 strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Key Challenges
Respond to and resolve a diverse range of enquiries in a professional and timely manner
Display flexibility and adaptability to help meet the department's scheduling requirements
Prioritising and balancing incoming customer enquiries and administration tasks whilst maintaining a high level of customer service
Responding and adapting to organisation & operational change minimising impact to service delivery
6. Essential Criteria & Key competencies
Education, Experience
Graduate in any discipline.
Min Minimum of 8 years previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
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
Other (eg systems)
MS Office 360
Gen+ Card Systems
SCT, Gensys, WDE
CRM Salesforce and SAP experience preferred but not essential
Bp · India