Posted 5 days ago
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**Customer Service Representative - Energy & Digital-Focused Role** Manage end-to-end customer journeys, from order placement to post-sales service, for global energy leader bp. Handle diverse channels, complaints, and queries, driving digital transformation using Salesforce CRM, JDE, and omni-channel platforms. Key responsibilities include order tracking, process improvement, and issue resolution, with a focus on enhancing digital opportunities. Utilize customer insights to drive Salesforce enhancements and collaborate with stakeholders to promote customer-centric solutions. Requirements: 3-5 years in corporate customer experience, CRM system experience, strong communication skills, attention to detail, and proficiency in JDE and Salesforce. Hybrid office/remote role with relocation within country available.
- Compensation
- Not specified
- City
- Not specified
- Country
- India
Currency: Not specified
Full Job Description
Entity:
Finance
Job Family Group:
Job Description:
Overview:
We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to address some of the big sophisticated challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.
Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better and how you can play your part in our extraordinary team?
Key Accountabilities
Respond to customer orders, complaints, & queries in line with SLAs, policy & procedures
Key point of escalation and issue resolution from all customer segments and omni-channel
Support current & future digital opportunities around live chat, chat bot, conversational AI, other digital automations, social media in line with Company strategy.
See opportunities to enhance Salesforce in addition to providing customer insights with business partners.
Demonstrate winning customer service techniques such as compassioperseverancence, advocacy and conflict resolution and ability to diffuse escalating emotions.
Share customer insights from different ERPs with stakeholders and recommend solutions.
Seek opportunities to own, recommend & drive process improvement.
Own digital & process transformation & help drive implementation.
Ensure all procedures are relevant, have adequate controls in support of best practice & standardization & customer centricity.
Actively promote & encourage online services & products as part of the self-serve strategy.
Manage end-to-end order processing and fulfillment for Castrol, ensuring accuracy and efficiency.
Provide post-delivery support, addressing customer concerns and enquiries.
Investigate and resolve claims related to damaged products, ensuring fair and timely resolutions.
Track orders and provide proactive updates to customers.
Deliver exceptional customer service through calls and emails, ensuring a seamless experience.
Handle the entire customer journey, from order placement to after-sales service, adding customer delight
Crucial Education & Experience:
Minimum of 3 - 5 years experience in a corporate customer experience environment
Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions
Strong confident writing and communication skills plus practice active listening
Ability to work & learn collaboratively in a team environment.
Strong attention to detail, excellent organization & time management skills
JDE, Salesforce CRM experience
Customer Relationship Management (CRM) system experience
Approaches:
Be responsible for your success - Accountable for delivering innovative business outcomes; Seeks opportunities to improve and digitize process delivery; Adheres to safe and ethical work practices.
Think big - Actively builds own knowledge, capabilities, and skills for the future; Values partnership and collaborates to achieve desired team results.
Be curious - Willing to suggest new ways of working, processes, and innovative solutions to known problems.
Effortless customer experiences - Understands customer needs and delivers digital detailed self-service customer experiences.
Digital approach Carries digital approach and think towards creative digital solutions to address problems.
Come, join our bp team!
Travel Requirement
Relocation Assistance:
Remote Type:
Skills:
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, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bps recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
