Customer Support Specialist F&C - Spanish and Portuguese

Customer Service Support Specialist

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you'll be fully connected into the world of bp. You'll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you.

There's a world of opportunities to build new skills, challenge yourself and grow a long-term career  no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we're with you.

Complete day-to-day customer service-related operational tasks from end-to-end to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.

Leverage deep understanding of specific products, processes / systems and act as an issue point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties.

Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines or product defects as recommendations on how they can be more efficient.

Take ownership and proactively resolve customer issues (working with other teams as appropriate):

• Raise activities that are not completed by assignees.
• Keep the accountability for the customer query or request resolution
• Provide customer support via the internet, phone, and email to support activities including:
• Answering questions and managing complaints regarding the F&C offer, product or service including public charging or home/depot charging, app usage or invoicing.
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Advise customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Capture customer feedback and share with our Product, Sales and Marketing teams
• Log, assign and supervise progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
• Exhibit strong Teammate characteristics, constructive communication and active listening skills
• Support the development and help maintain sound working relationships with key partners, customers and external service providers
• Other tasks as advised by the team leader

• Ensure that all processes are aligned with current ISO 9000 accreditation
• Ensure that all activities meet FBT's HSSE requirements

• Takes part in calls and communications with the business as assigned by the Team Lead

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Perform user acceptance testing in service center technology and ERP systems to help ensure effective enhancement execution.
• Attend project calls related to the products development or systems process supported

• C1 level of Spanish, Portuguese is an advantage
• Educated to university level or equivalent experience
• Minimum of 24 months' previous experience in Customer Service
• Strong understanding of business needs
• Analytical skills
• Excellent communication and partner management
• High level of IT proficiency

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Hybrid working arrangement aligned with team arrangements and business needs
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Celebrate in bp's success. You may be eligible to join bp's Global Share Match plan. This non-contractual benefit…