Customer Service Analyst

-; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading energy company in Cape Town is looking for a Customer Service Representative to handle customer inquiries and ensure satisfaction. This hybrid role requires a minimum of 4 years in a customer-focused environment, with strong communication and problem-solving skills. The ideal candidate should also have experience with SAP, Siebel, and MS Office. The position offers various benefits, promoting a diverse and inclusive workplace culture.

Benefits

Life and health insurance

Medical care package

Learning and development opportunities

Qualifications

• Minimum of 4 years previous customer environment experience preferred.
• Strong time management and organizational skills are required.
• Demonstrate a solid sense of team mentality and reliability.

Responsibilities

• Complete day-to-day customer service-related tasks.
• Interact with customers in a professional manner.
• Resolve Key Account customer issues proactively.

Skills

Customer focused

Strong problem solving skills

Excellent written/oral communication skills

Ability to work in a pressurised environment

Attention to detail

Education

Matric

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

Tools

SAP

Siebel

MS Office application

Job description

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.

Role Overview

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 organisation 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.

Benefits and Environment

• 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.

Equal Opportunity Employer

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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

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.

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.