Customer Service Representative (Mandarin)

BP p.l.c.; Malaysia; Hybrid; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to deliver exceptional support to key customers. This role involves managing inquiries with speed and accuracy, ensuring high customer satisfaction. The ideal candidate will have a strong understanding of customer needs, excellent communication skills, and the ability to resolve issues proactively. Join a diverse and inclusive team that values your contributions and offers opportunities for personal and professional growth. If you're passionate about customer service and thrive in a dynamic environment, this position is perfect for you.

Benefits

Life and health insurance

Medical care package

Learning opportunities

Social communities and networks

Diverse company culture

Qualifications

• Minimum of 12 months experience in customer service preferred.
• Proficient in Mandarin is mandatory for this role.

Responsibilities

• Provide first and second line customer support via various channels.
• Resolve customer issues and manage expectations effectively.

Skills

Mandarin

Customer Service Skills

Communication Skills

Time Management

Problem Solving

Digital Fluency

Education

A Level or equivalent

Tools

SAP

Salesforce

MS Office

Job description

• Travel required No travel is expected with this role
• Job category Business Support Group
• Relocation available This role is not eligible for relocation

The 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 satisfaction.

Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

KEY ACCOUNTABILITIES

Functional

Execute 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.

Leverage deep understanding of specific key account customers, processes / systems and act as a partner concern 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. These customers could include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

Take ownership and resolve raised telephone and written customer issues.

Bring up activities that are not actioned by assignees.

Provide customer service via the internet, chat, phone, fax and email to support activities including:

Account set-up, allocation and delivery issues.

Order processing and order fulfilment.

Monitor supply outages and react accordingly for incoming and existing orders.

Retail marketing programme information, policy and product fulfilment.

Complaint resolution, identification and management of complaint root causes.

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.

Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

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.

PREVIOUS EXPERIENCE

Proficient in Mandarin Language is mandatory for this role

Educated to A Level standard or equivalent

Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers

REQUIRED SKILLS/EXPERTISE

Must demonstrate a strong understanding of customers’ needs / behaviours

Excellent written/oral communication skills and ability to build effective working relationships

Strong time management and organisation skills

Highly motivated

Experience using SAP and/or Salesforce and MS Office application

At bp, we provide the following environment and benefits to you:

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

Job summary

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

JOB PURPOSE

The 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 satisfaction.

Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

KEY ACCOUNTABILITIES

Functional

Execute 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.

Leverage deep understanding of specific key account customers, processes / systems and act as a partner concern 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. These customers could include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

• Take ownership and resolve raised telephone and written customer issues.

• Bring up activities that are not actioned by assignees.

Provide customer service via the internet, chat, phone, fax and email to support activities including:

• Account set-up, allocation and delivery issues.

• Order processing and order fulfilment.

• Sales order tracking

• Monitor supply outages and react accordingly for incoming and existing orders.

• Retail marketing programme information, policy and product fulfilment.

• Retail site experience complaints, fuel quality claims, site locator etc.

• Complaint resolution, identification and management of complaint root causes.

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.

Support GBS activities through immediate triage, escalation (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.

PREVIOUS EXPERIENCE

• Proficient in Mandarin Language is mandatory for this role

• Educated to A Level standard or equivalent

• Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers

REQUIRED SKILLS/EXPERTISE

• Must demonstrate a strong understanding of customers’ needs / behaviours

• Excellent written/oral communication skills and ability to build effective working relationships

• Strong time management and organisation skills

• Strong problem solving skills

• Highly motivated

• Experience using SAP and/or Salesforce and MS Office application

At bp, we provide the following environment and benefits to you:

• 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,pleasecontact 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.