Job Description
As the BSC expands, there will be a number of vacancies for Customer Service Representatives, either:
• In new teams – helping to transition new businesses into the BSC and then supporting them once they have gone live, or
• In existing teams – continuing to build the customer relationship and focusing on process improvement and operational excellence.
The key purpose of the CSR role is to respond to B2B customers or B2C consumers relating to BP’s products, services, fuel and marketing operations in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications.
There are two types of CSR roles, Customer Facing and Customer Service Support:
Customer Facing (CF) CSRs
• 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. CF CSRs are the first point of contact for BP telephone based enquiries.
Customer Service Support CSRs
• CSS CSRs are required to have a deep understanding of specific processes / systems to enable them to efficiently support Customers, the Customer Facing CSR team and BP internal departments. CSS CSRs are the first point of contact for any written form of enquiries from Customers / Consumers. They are also the first point of contact by internal customers from the BP Business and third parties.