Customer Services Representative

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

Job summary

A leading energy company is seeking a Customer Services Representative in Cape Town to handle day-to-day customer service operations. The role emphasizes delivering excellent customer service, resolving issues, and maintaining relationships with key accounts. Ideal candidates will possess strong communication skills and a proactive, team-oriented approach. Benefits include competitive pay, bonuses, hybrid work options, and comprehensive health programs.

Benefits

Competitive pay

Discretionary bonuses

Retirement and savings plans

Insurance benefits

Equity options

Learning and development opportunities

Volunteer days

Hybrid working arrangements

Health and wellness programs

Qualifications

• Previous customer service experience in a call center or customer-facing environment.
• Strong attention to detail and ability to follow processes.
• Reliability and accountability in a team-oriented setting.
• Experience in a fast-paced, pressurized environment.
• Excellent written and verbal communication skills.
• Strong time management and organization skills.
• Highly motivated and proactive.

Responsibilities

• Provide professional and efficient customer service via multiple channels.
• Act as an issue point for customer enquiries.
• Lead and resolve key account customer issues.
• Take ownership of customer complaints and ensure timely resolution.
• Assist with retail marketing programs and policies.
• Log, assign, and supervise customer queries.
• Manage customer expectations in line with SLAs.

Skills

Customer service experience

Attention to detail

Team-oriented approach

Problem-solving abilities

Time management

Written and verbal communication skills

SAP and/or Siebel experience

Microsoft Office applications

Job description

Job Description

bp is delivering energy to the world today and tomorrow. For more than 100 years, bp has been discovering, developing, and producing oil and gas in the countries where we operate.

Role Overview

As a Customer Services Representative, you will be responsible for delivering day-to-day customer service operations to ensure service delivery meets customer expectations and aligns with defined performance indicators, service level agreements (SLAs), and bp’s core customer service values.

Key Responsibilities

• Provide professional, friendly, and efficient customer service via phone, email, internet, and written correspondence.
• Act as an issue point for verbal and written customer enquiries from external customers, internal bp partners, and third parties.
• Proactively lead and resolve key account customer issues, collaborating with internal teams where required.
• Take ownership of called out customer complaints and ensure timely resolution.
• Operational support: assist with retail marketing programs, policies, and product fulfilment; on-road fuel cards and Cardex transaction processing; back-office site systems and convenience promotion setup; retail site experience complaints, fuel quality claims, and site locator enquiries; site maintenance queries; root cause analysis of complaints.
• Case Management & Risk Handling: log, assign, and supervise customer queries from receipt to completion, ensuring accurate data entry across all customer service systems; support Global Business Services activities through triage, partner concern, and resolution of high-risk customer issues.
• Service Management & Continuous Improvement: manage customer expectations in line with agreed SLAs; identify knowledge gaps and recommend updates to knowledge base documentation; build and maintain positive relationships with customers and internal business partners; identify process gaps and inefficiencies and propose solutions; support user acceptance testing for service center technologies and ERP system enhancements.

Qualifications & Experience

• Previous customer service experience in a call center or customer-facing environment, ideally supporting key account customers.
• Strong attention to detail with the ability to follow defined processes.
• Demonstrated team-oriented approach, reliability, and accountability.
• Ability to perform effectively in a fast-paced, pressurized environment.
• Strong understanding of customer needs and behaviors; excellent written and verbal communication skills.
• Strong time management, organization, and problem-solving abilities.
• Highly motivated and proactive.
• Experience with SAP and/or Siebel, CRM tools, and Microsoft Office applications.

Rewards and Benefits

• Competitive pay in line with industry standards.
• Discretionary bonuses for strong company and individual performance.
• Retirement and savings plans for financial security.
• Insurance benefits to provide peace of mind.
• Equity options where eligible.
• Learning and development opportunities through grow@bp and other resources.
• Volunteer days and community engagement.
• Hybrid and flexible working arrangements.
• Comprehensive sick leave and compassionate leave coverage.
• Paid maternity, parental, and adoption leave.
• Health and wellness programmes, including mental health support.
• Family-forward leave options.
• Ergonomically safe work environment with collaboration spaces.

Legal Disclaimer: We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, veteran status or disability status. Individuals with an accessibility need may request an adjustment or accommodation related to the bp recruiting process.