Customer Services Analyst

** Entity:
** Finance
* * Job Family Group:
** Business Support Group
*
* Job Description:

** At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others### Key responsibilities
** Customer support & case ownership
*** Provide first- and second-line support via phone, email, and digital channels, responding within agreed service levels
* Own queries and escalations through to resolution, coordinating actions and keeping control of next steps
* Handle escalations with financial, legal, or reputational impact, ensuring the right teams are involved and updates are shared
* Keep customers updated throughout the case lifecycle, setting expectations on timing, outcomes, and next actions
** Stakeholder & key account support
*** Support retail fuel sites, branded/unbranded customers, commercial accounts, terminals, and internal stakeholders, adapting your approach to each group
* Apply key account processes and service requirements, using the right workflows and approvals where relevant
* Work with internal teams and third parties to resolve issues, ensuring handovers are clear and actions are tracked to closure
** Case management & systems
*** Log, assign, track, and close cases accurately, making sure each case has clear notes and a defined outcome
* Maintain data quality in CRM, SAP, and related systems, ensuring records support reporting and future follow-up
* Support queries related to:  + Account setup and delivery issues  + Retail marketing programmes and promotions  + Fuel cards and Cardex transactions  + Back-office systems support  + Site experience complaints and fuel quality claims  + Site maintenance queries and invoice resolution
** Service improvement
*** Identify recurring issues and share root causes, helping teams reduce repeat contacts and rework
* Flag process gaps and improvement actions, contributing practical fixes that support service delivery
* Update knowledge base content and documentation, keeping guidance current and easy to use
* Support user testing for service centre and ERP changes, confirming outcomes and raising issues early
* Support onboarding and training for new joiners when needed, sharing processes and system guidance### ### What we’re looking for
** Experience
* ** Experience in a customer service environment where you handled varied customer queries and follow-ups
* Experience handling escalations and complaints, including cases that required coordination across teams
* Able to lead volume and work a 24/7 shift pattern, keeping quality and accuracy consistent
* Track record of owning issues through to closure, including follow-ups and stakeholder updates
* Experience with CRM systems and SAP (or similar ERP tools), using them to track cases and maintain data quality
** Skills
* ** Clear written and verbal communication, with the ability to adapt tone and detail to the audience
* Able to handle difficult conversations, staying focused on resolution and next steps
* Attention to detail and process discipline, ensuring cases are logged, tracked, and closed correctly
* Problem solving and time management, prioritising work based on impact, urgency, and service levels
* Teamwork and accountability, following through on actions and supporting shared service outcomes
* Focus on first-contact resolution, while knowing when and how to escalate optimally
** Education
* ** Matric (required)
* NQF Level 6 (Diploma) or NQF Level 7 (Degree) (preferred)### Working environment
* Cape Town (office-based), with remote flexibility where agreed and operationally supported
* Rotational 24/7 shifts, aligned to customer demand and service coverage needs

We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit…