Lead Customer Service Representative

BP

Pune, India
Hybrid
First and second line customer support
Manage customer expectations
Key customer issue resolution
The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels

Job Summary

  • The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels.
  • Lead CSRs are the first point of contact for BP telephone based enquiries for Key Customers.
  • Act as the first point of escalation for the team and for the relevant business collaborators in case of operational issues.

Matching Summary

The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels.

Skills & Requirements

Must-have

  • First and second line customer support
  • Manage customer expectations
  • Key customer issue resolution
  • Service level agreements
  • Process improvement identification

Nice-to-have

  • Continuous improvement mindset
  • Commercial perspective
  • Work under pressure
  • Adaptable approach and style

Key Requirements

  • Minimum 12 months customer service experience
  • Graduate education
  • Ability to lead a project

Work Rights

Not specified

Tailored Resume

Cover Letter