Customer Service Representative

-; Kuala Lumpur; Hybrid; MYR 40,000 - 50,000; Full time

Job summary

A leading global energy company is seeking a Customer Service Representative in Kuala Lumpur to manage customer relationships for international and domestic marine and energy products. The role involves ensuring orders align with brand offers and keeping customers informed of delivery progress. Ideal candidates will have a bachelor's degree in a relevant field, experience in shared service centres or the oil and gas industry, and strong interpersonal skills. The position supports a hybrid working environment, offering various benefits including life and health insurance.

Benefits

Life and health insurance

Medical care package

Learning and development opportunities

Qualifications

• Bachelor's degree or higher in Business, Computer / Information Technology, Engineering, or equivalent.
• Accredited as Lean Practitioner is desirable.
• Shared service centre experience.
• Experience in the oil and gas industry is a plus.

Responsibilities

• Establish and manage strong relationships with customers and suppliers.
• Handle day-to-day customer service tasks efficiently.
• Ensure all orders are accurate and compliant.
• Collaborate with the Credit team for smooth order processing.
• Proactively monitor orders to ensure timely delivery.

Skills

Agility core practices

Analytical Thinking

Commercial Acumen

Conflict Management

Customer centric thinking

Digital Fluency

Workload Prioritization

Education

Bachelor's degree in Business, Computer / Information Technology, Engineering or equivalent

Job description

Job Description

As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we're home to a range of brands across many areas of our industry. We're investing in today's energy system and helping build out tomorrow's. So while we're still in oil and gas, over the next decade we'll become a different kind of energy company. We're decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people's lives.

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 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 FBT Malaysia. 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.

Customer Service Representative

The Customer Service Representative is the customer's key contact point when placing orders for International, Domestic Marine and Energy products and services. The role includes helping to manage the customer relationship on behalf of International, Domestic Marine and Energy, and managing the entire order to invoice process are the key activities within the Order‑to‑Cash (O2C) process.

The Customer Service Representative is expected to ensure customer order is aligned with brand offer before order placement, and keep customer appraised of the delivery progress (i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents, price enquiries etc). Therefore, the role requires:

• deep understanding of customer service processes, and demonstration of customer service and ownership attitude; and,
• understanding of complexities in the shipping, marine and energy market, and its global supply network.

Key Accountabilities

• Establish and manage strong relationship between distributor/supplier, customer and sales manager by being the primary point of contact for customers. Expected to have regular communication with purchasers, Chief Engineers/ Ship Captain, Sales Managers and Supply / Logistics staff anywhere in the world.
• Responsible for all day‑to‑day customer service related operational tasks such as, receiving enquiries and orders from customers through phone, email and fax, are all diligently attended and completed (all necessary information are collected and promptly acknowledged and that the order meets the business/customer expectations.) within the contractual turnaround time.
• Accountable to ensure all the orders are accurate, compliant, informative and good quality.
• Ensure strong collaboration with Credit team to ensure sufficient credit for order can be processed smoothly.
• Take proactive action to monitor the orders to ensure orders are delivered on time.
• Highlight/raise to superior/line manager for any potential issue with the order that could result in customer concerns.
• Responsible to record and log all customer complaints and non‑conformances in given portals/databases.

Qualification & Experience and Competencies

Education and Experience

• Bachelor's degree or higher in Business, Computer / Information Technology, Engineering, or equivalent.
• Accredited as Lean Practitioner is desirable.

Preferred Criteria

• Shared service centre experience.
• Oil and gas industry experience.
• Stakeholder engagement (internally & externally)
• Written and spoken proficiency in English language.

• Able to prioritise, handle urgent issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business values.
• Able to multi‑task and work in a highly dynamic yet fast‑moving environment.
• Deep experience of working in a customer focused environment.
• Good interpersonal, influential and decision‑making skills in order to manage relationships with key stakeholders and customers.

Benefits

• A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
• Possibility to join our social communities and networks
• Learning opportunities and other development opportunities to craft your career path
• Life and health insurance, medical care package
• And many other benefits.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status!

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

Skills

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp's 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.