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.
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.
Tertiary qualification will be advantageous
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.
Corporate & Functions
Job Family Group
Business Support Group
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.