Customer Experience Specialist - Melbourne, Australia - bp

bp
bp
Verified Company
Melbourne, Australia

1 month ago

Olivia Brown

Posted by:

Olivia Brown

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Description

Job Profile Summary

Job Advert

  • The
-
Customer Experience Specialist role requires a self-starter with exceptional 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 ANZ. Currently the role supports Fuels & Lubricants however potential opportunities may present as part of the future company strategy.

  • This role is part of the New Zealand team with working hours being from 7am to 3pm Monday to Friday. Customer contact will vary from phone, e mail & other digital platforms. The 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 enhance the customer experience including dealing with multiple stakeholders.

  • Additionally, you will proactively promote & encourage online services & products to drive customer selfserve.
    Key Accountabilities
  • Respond to customers and stakeholders across a suite of digital platforms.
  • Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse escalating emotions.
  • Develop & maintain professional working relationships consistent with GBS's core values.
  • Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.

Qualification & Experience and Competencies

  • Demonstrated ability in key account management
  • Demonstrated ability to interpret customer requirements, diagnose issues & identify 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 organisation & time management skills
  • Experience in stakeholder management & influencing outcomes

Please be aware that all bp ANZ employees must be Permanent Residents or Citizens of Australia or New Zealand.

The benefits:

Bp offers a vibrant, collaborative work culture in a company that closely follows its values.

We are dedicated to developing your career and reward our people with a competitive package coupled with benefits that reflect these values.

- Generous salary package including annual bonus program, super & fuel discounts

  • Excellent worklife balance & flexible working arrangements, 3 days in the office & 2 days working from home
  • Collaborative environment that celebrates achievements, diversity and culture
  • Ongoing career opportunities in a global organization
  • Career development and mentoring programs
  • Collaborative team with a safetyfirst approach

Entity

  • Finance

Job Family Group

  • Business Support Group

Relocation available

  • No

Travel required

  • No

Time Type

  • Full time

Country

  • Australia

About BP

FINANCE
Join us in a crucial time of transition. We are bringing all of our finance and procurement activities for the group into one place, enabling better work.

  • For you this means working with us on:

Compliance - efficiently delivering external reporting requirements to ensure we continue to meet our regulatory ‎obligations in all jurisdictions, supported by robust control environment across all three lines of ‎defence.‎
Stewardship - laying out a robust finance framework and providing ongoing management of the balance sheet and ‎portfolio execution, supported by effective advocacy to the market.‎
Performance - facilitating the effective allocation of capital, development of business plans and coordination of ‎business performance interventions to ensure a consistent delivery between strategic aspirations, ‎operational forecasts and delivered outcomes. Furthermore, you will be responsible for value creation through mergers and acquisition-led ‎deals, commercial negotiations and integration of business opportunities.‎
Transformation - driving digital transformation (centralising, digitising, optimising) across all elements of the finance entity to ‎achieve sector-leading cost-performance.‎


Experience Level

  • Entry
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