Customer Service Analyst

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.

• 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.

• 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…