Job Description

Role Purpose

The role of a customer service team leader is to own the frontline customer service representatives who manage 24/7 customer interactions across an omni-channel operation – Voice, Email, Chat, Chatbot & Social channels of support in the Americas.

The candidate is responsible to ensure focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong relationships with our internal and external business partners. It is essential for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.

The candidate needs to play a key role in building an open & compassionate culture in the business, with a constant endeavour to achieve the interpersonal strategic objectives in alignment with collaborators. This role is accountable for maintaining connectivity with parent businesses and shares procedures in the team and with partners.

Functional

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 functions core values.
Leverage deep understanding of specific key account customers, processes / systems and act as a critical issue 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.
Interact with customers in a professional, friendly and efficient manner and advance concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
Take ownership and resolve advanced telephone and written customer issues.
Advance activities that are not actioned by assignees.
Complaint resolution, identification and management of complaint root causes.
Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Make recommendations on existing knowledge base documents and identify knowledge gaps.
Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Ensure standard processes are embedded & adhered consistently throughout the team
Act as the first point of escalation for the team and for the relevant business collaborators in case of operational issues
Coach and mentor team members regarding specific processes and issues. Ensure the team is advised and trained about major process changes
Provide support for new joiners, ensure proper training plan is in place, but also support them during the on the job training period
Support the development of a team environment which supports continuous improvements. Drive process improvement proactively by adapting to business needs; market changes and proposing new insights for specific process.
Take ownership of projects related to daily operations
Enhance the agreement with other functions and teams within GBS and the wider business to ensure that overall operational objectives are met and customer experience is positively influenced.
Takes part in calls and communications with the business as assigned by the Team Leader.

Qualification & Experience And Competencies

Essential Education

Bachelor's degree or equivalent experience in an accredited institution

At bp, we provide an excellent environment and benefits such as an open and inclusive culture, a great work-life balance, tremendous learning, and development opportunities to craft your career path, life and health insurance, medical care package and many others!

Diversity sits at the heart of our company, and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.

We do not discriminate based on race, religion, colour, national origin, gender and gender identity, sexual orientation, age, marital status, veteran status, or disability status.

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

Senior Customer experience lead