Customer Service Representative

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

As a Customer Service Representative at BP Business Service Centre Asia Sdn Bhd, you will be the primary point of contact for our customers, providing exceptional support and resolving inquiries to ensure a positive customer experience. You will demonstrate your strong communication skills and customer-centric approach to deliver value and build lasting relationships.

Job Responsibilities:

• Respond to customer inquiries via various channels (phone, email, chat) with professionalism and efficiency.
• Analyze customer issues, identify root causes, and provide effective solutions in line with company policies and procedures.
• Apply Agility core practices to adapt to changing customer needs and business priorities.
• Contribute to business process improvement initiatives by identifying areas for enhancement and providing constructive feedback.
• Demonstrate Commercial Acumen by understanding customer value propositions and their impact on business outcomes.
• Effectively manage and resolve customer conflicts, de-escalating situations when necessary.
• Proactively find opportunities for Creativity and Innovation in customer service delivery.
• Champion Customer centric thinking, consistently striving to exceed customer expectations.
• Manage a diverse range of customer enquiries, ensuring timely and accurate resolution.
• Actively contribute to enhancing the overall Customer experience.
• Understand and articulate the Customer Value Proposition to enhance customer satisfaction and loyalty.
• Exhibit Resilience in a fast-paced environment, maintaining a positive attitude under pressure.
• Demonstrate Sustainability awareness and a commitment to responsible business practices.
• Apply Understanding Emotions to empathize with customers and tailor communication accordingly.
• Effectively manage and prioritize workload to meet service level agreements and individual performance targets.

Job Qualifications:

• Proven experience in a customer service role, preferably within a business service center environment.
• Excellent written and verbal Communication skills in English.
• Demonstrated Analytical Thinking and problem-solving abilities.
• Ability to apply Agility core practices and adapt to new processes and technologies.
• Strong understanding of customer service best practices and the customer lifecycle.
• Proficiency in using CRM software and other relevant customer service tools.
• Ability to work independently and collaboratively within a team.
• High level of emotional intelligence and the ability to demonstrate Understanding Emotions.
• Proven ability to manage Conflict Management situations effectively.
• A strong commitment to Sustainability awareness and ethical business conduct.
• Exceptional Workload Prioritization skills with a track record of meeting deadlines.

At bp, we provide the following environment and benefits to you:

• 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.

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

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

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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 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.