Customer Service Analyst

bp; Cape Town; On-site; ZAR 24 000 - 36 000; Full time

Job summary

A global energy company is seeking a Customer Service Representative in Cape Town to provide first and second line support to customers. This role requires a focus on customer satisfaction and problem resolution, necessitating strong communication and organizational skills. Candidates should have a Matric and at least 4 years of experience in a customer service environment, with the ability to work in a fast-paced, 24/7 shifting schedule. The company offers a diverse workplace and competitive benefits.

Benefits

Life and health insurance

Learning opportunities

Discretionary bonuses

Qualifications

• Minimum of 4 years previous customer environment experience preferred, ideally dealing with Key Account customers.
• Strong problem solving skills and ability to meet service levels.
• Excellent written/oral communication skills and ability to build effective working relationships.

Responsibilities

• Complete day-to-day customer service-related operational tasks.
• Interact with customers in a professional and efficient manner.
• Proactively resolve Key Account customer issues.

Skills

Attention to detail

Customer focus

Problem-solving skills

Time management

Communication skills

Ability to work under pressure

Education

Matric

NQF level 6 (Diploma) or NQF level 7 (Degree)

Tools

SAP

Siebel

MS Office

Job description

bp is reimagining energy for people and our planet.

We provide heat, light and mobility to customers worldwide. We’re 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 crucial to us that the differences we see in the world around us are reflected in our workplace. Who you are is what counts, not where you’re from or how you live your life. A culture that values everyone benefits all of us. That’s why, to help our people thrive, we nurture a truly diverse and inclusive environment.

The role is responsible for performing the preventive and breakdown maintenance of all electrical, instrumentation and control system equipment in the fuel farm and fuel hydrant system at Dubai International Airport (DIA). This role will also be responsible for maintaining the serviceability of other systems such as security, information technology and communication, fire monitoring and alarm, leak detection, cathodic protection, emergency shut down, SCADA and cyber security systems.

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.

In this role You will:

• Complete 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 function 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 will 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 bring up concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate).
• Take ownership and resolve all escalated matters via the different channels.
• Escalate activities that are not actioned and own the resolution to aid with customer experience.
• Provide customer service via the internet, phone, fax and email to support activities including: account set-up, allocation and delivery issues.
• Retail marketing programme information, policy and product fulfilment.
• On Road Fuel Cards and Cardex transactions processing.
• Back Office sites systems assistance and Convenience promotions set up and query resolution.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification and management of complaint root causes.
• Site Maintenance logged queries end to end resolution (including invoice payment fulfilment).
• 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.

What You will need to be successful:

• Matric.
• NQF level 6 (Diploma) or NQF level 7 (Degree) advantageous.
• Minimum of 4 years previous customer environment experience preferred, ideally dealing with Key Account.
• Customers, Key Account Managers and Suppliers.
• Demonstrate attention to detail and ability to adhere to processes.
• Solid sense of team mentality and reliability.
• High service delivery, resolution ownership and effective collaboration with a team.
• Customer focused, 1st line diagnostics focused, service oriented and performance driven.
• Ability to work in a pressurised environment and robust focus on Complaints Management resolution.
• Good understanding of customers’ needs / behaviours.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Strong time management and organization skills.
• Strong problem solving skills.
• Highly motivated.
• Experience using SAP and/or Siebel and MS Office application.

The role works shifts, 24/7, 365 days a year. These shifts are subject to operational review based on demand.

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.

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 on 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. Our innovative Energize recognition points programme and spot awards translate exceptional performance into tangible rewards, to motivate our high performers.

Pay

bp offers competitive pay in line with industry standards, making us an employer of choice.

Discretionary bonus – We offer discretionary bonuses to reward strong company, business unit and individual performance, and recognition awards, including those related to long service to recognize commitment to the company.

Retirement & savings – We offer a range of discretionary retirement and savings plans to help provide you and your family with financial security.

Insurance benefits – To give you additional peace of mind, bp provides valuable insurance benefits in some countries. These are designed to provide financial assistance to employees and their families if employees become unwell or die in service.

Equity – Depending on your location and job level, there may be equity (stock and share) options you are eligible to join so you can be part of bp’s success.