About This Role
Supporting premium customers with their orders, complaints, and queries is the core of this role, acting as a key point of escalation and issue resolution across all customer segments and channels. The position supports current and future digital opportunities, identifies trends, and drives process improvements, suiting a candidate with strong customer service and analytical skills.
Responsibilities
- Respond to premium customer orders, complaints, and queries in line with SLAs, policy, and procedures
- Act as a key point of escalation and issue resolution from all customer segments and omni-channel
- Support current and future digital opportunities around live chat, chatbot, conversational AI, other digital automations, and social media in line with company strategy
- Find opportunities to enhance Salesforce and provide customer insights to business partners
- Build and maintain effective working relationships with all stakeholders across GBS locally and our hubs, bp, and Castrol
- Demonstrate winning customer service techniques such as empathy, patience, advocacy, and conflict resolution, and the ability to diffuse intensifying emotions
- Share customer insights from different ERPs with stakeholders and recommendations for solutions
- Seek opportunities to own, recommend, and drive process improvement
- Own digital and process transformation and help drive implementation
- Ensure all procedures are relevant, have adequate controls in support of procedure, standardization, and customer centricity
- Actively promote and encourage online services and products as part of the self-serve strategy
- Act as a Product SME with deep end-to-end experiential knowledge across the customer product and offers, including digital platforms
- Identify trends, patterns, and root causes
- Convert data into actionable business insights
- Apply critical thinking and problem-solving techniques
- Act as the Product Owner on emerging opportunities through development
- Provide product and system training across the team
- Respond and adapt to organization and operational change by minimizing impact to quality or the customer experience
Requirements
- Minimum graduate with proven experience
- Minimum of 5 years experience in a corporate customer experience environment
- Proven ability to interpret customer requirements, diagnose issues, and identify solutions
- Strong, confident writing and communication skills, plus practice active listening
- Ability to work and learn collaboratively in a team environment
- Strong attention to detail, excellent organization, and time management skills
