Customer Service Support

bp; Ciudad de México; Híbrido; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

bp is establishing a Customer Service team in the Santa Fe area of Mexico City to support Travel Centers of America's customers. The role focuses on assisting professional truck drivers and guests, with a hybrid schedule three days in office.

Responsibilities include handling customer inquiries via email/social media, recording feedback, and guiding customers through bp products and programs. High School diploma, prior service experience, and strong English skills are required.

Formación

• High School diploma required.
• Prior customer service experience desirable incl. supporting US or other countries.
• Excellent Computer Skills required.

Responsabilidades

• Listen and respond to customers to understand needs and resolve issues.
• Accurately record details of customer feedback and actions taken in the tracking system.
• Provide information about bp products, services or programs to customers.
• Take parking reservations and process payments accurately and professionally.
• Help train other Customer Support members on programs and systems.

Conocimientos

Customer service

English proficiency

Computer skills

Educación

High School diploma

Descripción del empleo

Job Family Group:

Business Support Group

Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world andmaintaincompetitive performance. bp’s customers & products (C&P) business area is setting up a Business and Technology Centre (BTC) in Santa Fe, Mexico City. This will support the delivery of enhanced customer experience and drive innovation by building global capabilities at scale,leveragingtechnology, and developing deepexpertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.

Now a part of the bp portfolio,Travel Centers of America (TA)is the largest publicly traded full-service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truckmaintenanceand essential services.

The Customer ServiceTeam interactswith both internal and external customers on behalf of TravelCenters of America. They provide information about products and services, respond to customer feedback, andtakeparkingreservations.Hasamianfocus on theloyalty program.

This position works directly with our primary customers and guests, as well as with our Loyalty program. They focus on the Professional Truck Driver, helping to resolve their issues and concerns. The team collaborates with our locations across the United States to improve the overall guest experience

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybridschedule,three times a week from the office.

Different shift patterns will be available within the team.Monday to Friday7:00 a.m. to 3:00 p.m.and12:00 p.m. to 8:00p.m

Key accountabilities

• Listen and respond to customers to get a better understanding of their needs to resolveissues efficiently and effectively. Must be patient and polite, especially when dealing with difficult or angry customers.
• Accurately record details of customer feedback and actions taken in the tracking system
• Provide information to customers about company products,servicesor programs.
• When interacting with customers via email or social media, professional responses are required using correct grammar, spelling, and punctuation.
• Take parking reservations,determinechargesand process payments. These are to be processed accurately and professionally.
• Perform special projects and miscellaneous duties as assigned. Such asreviewandrespondto feedback received via our websites or company phone apps and social media posts concerning TA.
• Continuously seek out ways to improve current procedures and methods to ensureoptimalefficienciesand excellent customer service.
• Analyze situations, investigate problems, anddeterminethe best contact fora timelyresolution. When it is an issue that needs to be escalated, information must be gathered and provided to a Customer Service Team Lead forassistance.
• Help with and at times train other Customer Support members on programs, administrative tasks, and technologies and/or call center methods and skills.

Job requirements and essential criteria

• High School diploma required
• Prior customer service experience, desirable supportingUSor other countries
• Excellent Computer Skills
• Advanced Englishproficiencyisa must

Additional criteria

• Excellent attendance and punctual