Customer Services Representative (Portuguese)

Customer Services Representative (Portuguese)

14 Feb
|
BP
|
City of Cape Town

14 Feb

BP

City of Cape Town

Cape Town, Western Cape



Job Profile Summary



The role is responsible for ensuring that we act as an organizational liaison and to provide outstanding End-2-End customer support by maximizing customer satisfaction and value to all our customers and stakeholders.



Job advert



Activities:

Answers customer queries and complaints courteously, efficiently and accurately by clarifying desired information, locating and providing the information

Document all correspondence with the customers according to the interaction held with the customer and standard operating procedure guidelines

Is a primary point of contact that needs to engage, monitor and manage the day to day End-2-End activities.







Collaborates with all internal and external stakeholders/customers to ensure all SLA agreements in the process are adhered.

Proactively monitors and flags/informs of any potential breaches of SLA to all stakeholders with a recommended action plan and that could threaten BP’s Golden Rules of Safety

Monitors all business entries and ensures that there is minimum downtime observed in all workstreams and that business continuity is prioritized

Ensure any technical solution implemented is in accordance with BP STP and to obtain approval for any exceptions from the Engineering Authority.

Ensure daily processing of vendor payments within P2P guidelines

Work closely with internal partners & external stakeholders to ensure timely delivery of products & services

Meets Quality Assurance requirements and other key performance metrics

Reviews holistically all work requests and ensures response plans are put in place based on agreed prioritization

Monitors turnaround time and Key Performance Indicators of all maintenance activities

Gatekeeps Agreed SLA’s and ensures there is visibility of breaches and achieved SLA’s

Coordinates a plan to respond to breaches by touching base with all relevant stakeholders

Responsible for the communication of agreed plans and keeps all stakeholders informed

Ensures there is adequate resources per region to see to the planned response and flags any resources shortages

Gives visibility of service provider performance progress and highlights any constraints and plans to mitigate constraints

Ensures planned maintenance work is on track and executed before the due dates

Collaborates with Operations, Engineering team, Sales Team, Dealers and vendors on maintenance issues



Service Management & Continuous Improvement:

Identifies and participates in improvement initiatives that could improve how we do business with our stakeholders

Be a front-line brand ambassador for BP by supporting the organizations mission statement and translating it in all our interactions

Handles all customer interactions from various interaction channels accurately while maintaining first class customer centricity.

Act as single point of contact and to ensure smooth management of customer services end to end process between site operators, vendors & engineers within agreed service levels & BP policy& procedures

Daily & monthly SLA management of key vendors to demonstrate & ensure compliance and to highlight inefficiencies & noncompliance to the business.

To uphold & live GBS values & behaviors in all internal & external interactions.



Essential Education



Matric

Tertiary qualification will be advantageous



Essential Experience



Fluency in Portuguese (Critical)

2 - 3 years working experience in a Customer Service Environment

Strong and excellent communication skills for all levels in the organization

Comprehension skills - Ability to clearly determine and understand customer needs and provide appropriate solutions to the issues that are presented by customers and stakeholders

Composition skills – ability to compose a concise and accurate written response to customer issues

Demonstrate attention to detail and ability to adhere to processes

High service delivery and effective teamwork

Good investigative and analytical skills, able to priorities work and meet strict deadlines.

Customer focused, service oriented and performance driven.



Segment



Corporate & Functions



Job Family Group



Business Support Group



Relocation available



No



Travel required



No



Country



South Africa



About BP



At BP, we’re involved in every aspect of the energy system. With over 73,000 employees in 78 countries, we’re constantly working towards delivering light, heat and mobility to millions of people, every day. And with our Downstream business producing refined petroleum products, creating premium brand lubricants, delivering 11.9m tonnes of petrochemicals and supplying distinctive fuels and retail services through 18,700 retail sites, they’re helping us meet the biggest demands of the world.



As part of our Downstream team, you’ll help deliver high-quality products and services that meet all of our customers’ needs, all while growing and achieving your career’s biggest goals. Join BP and help us change the way we power up the world.