Customer Experience Consultant - Lubes

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Job Description:

The Customer Experience Consultant role requires a self-starter with outstanding customer service focus & passion for digital as part of the Customer Experience team to contribute to a low effort customer experience for Premium accounts across Castrol business.

Customer contact will vary from phone and e mail. This role requires you to contribute to overall business objectives & goals. Problem solving & query resolution play an important part in this role in conjunction with the ability to multitask.

The role requires you to suggest & drive continuous improvement that will improve customer experience, including dealing with multiple stakeholders.

Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.

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

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.