Key Responsibilities:

Respond to premium customer orders, complaints, queries in line with SLA s, policy procedures
Key point of escalation and issue resolution from all customer segments and omni-channel
Support current future digital opportunities around live chat, chat bot, conversational AI, other digital automations, social media in line with Company strategy.
See opportunities to improve Salesforce in addition to providing customer insights into business partners.
Build maintain effective working relationships with all collaborators across GBS locally and our hubs, bp Castrol.
Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse advancing emotions.
Share customer insights from different ERPs with collaborators and make recommendations for solutions.
Seek opportunities to own, recommend drive process improvement.
Own digital process transformation help drive implementation.
Ensure all procedures are relevant, have adequate controls in support of standard process standardization customer centricity.
Actively promote encourage online services products as part of the self-serve strategy.
Product SME with deep end to end experiential knowledge across the customer product offers including digital platforms.
Act as the Product Owner on emerging opportunities through development
Provide product system training across the team.
Respond adapt to organization operational changes by minimizing impact on quality or customer experience.

Key Challenges:

Ability to influence multiple stakeholders.
Consistently deliver a low effort interaction for customers.
Responding adapting to organizational, environmental operational change
Managing difficult customer issues: diffusing emotion working with the customer to achieve an effective resolution.
Support and help build capability in our GBS hub.
Have a keen eye for identifying what can become reputational or viral apply conflict resolution principles to mitigate issues as well as enacting the customer concern process to the business and team leader.

Required Skills Experience:

Bachelor s Degree or equivalent experience in Economics, Business, Finance, Accounting or related field with relevant language skills.
Minimum of 3 years experience in a corporate customer experience environment
Demonstrated ability to interpret customer requirements, diagnose issues determine solutions
Strong confident writing and communication skills plus practice active listening
Ability to work learn collaboratively in a team environment.
Strong attention to detail, excellent organization time management skills
SAP, JDE, Gen+, Salesforce CRM experience
Familiarity with chatbots, live chat social media platforms
Experience in collaborator management influencing outcomes

Customer Experience Consultant - Lubes