Customer Service Analyst

Pune, Maharashtra
Permanent
Full-time

23 days ago

Entity: FinanceJob Family Group: Business Support GroupJob Description:We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?Join our Finance Team and advance your career as a/anKey Accountabilities:

Initial point of contact for all consumers regarding site experience concerns
Provide superb customer service to our customers and team members.
Leverage deep understanding of key account customers, processes / systems
Act as a customer concern point for any verbal or written form of enquiries from external/internal customers
Interact in a professional, , and efficient manner and call out relevant concerns
Retail marketing program information, policy and product fulfilment.
Retail site experience complaints, fuel quality claims, site locator etc.
Complaint resolution, identification, and management of complaint root causes.
Representatives are responsible for accurately creating tickets, promptly and efficiently acquiring critical information, and passing that information to the appropriate personnel.
Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
Must have the ability to resolve appropriate actions for new or unique incidents without scripted guidance.
Transfer knowledge at shift change to ensure handover of critical incidents and tickets are handled efficiently and accurately.
Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
Representatives must efficiently engage in continuous improvement in all activities

Education:

Graduate degree or equivalent experience
High-level computer knowledge in both hardware and software
Networking and general application support

Job Requirements

Superior customer service skills.
Excellent written/oral communication skills and ability to build effective working relationships.
Validated ability in established customer service organizations
Team-oriented approach.
Strong problem-solving skill
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 improve efficiency and / or level of service provided.
Perform user acceptance testing in technology and systems to help ensure effective improvement execution.

Travel Requirement Negligible travel should be expected with this roleRelocation Assistance: This role is eligible for relocation within countryRemote Type: This position is a hybrid of office/remote workingSkills: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 .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.

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