- Location: Pune, India
- Entity: Finance
- Category: Business Support
- Experience Level: Intermediate
- Travel Requirement: Negligible
- Relocation: Eligible for within-country relocation
- Work Type: Hybrid (Office/Remote)
About BP Business Solutions
BP Business Solutions is a global energy company, driving innovation in every aspect of the energy ecosystem. With a commitment to delivering light, heat, and mobility to millions, BP is also at the forefront of addressing challenges for a sustainable and low-carbon future. By joining BP, you become part of a team working toward achieving a net-zero carbon goal by 2050 or sooner.
As part of this ambition, the Castrol Customer Experience Team Leader role offers a unique opportunity to lead a team focused on delivering outstanding customer service while supporting operational excellence and continuous improvement.
Role Summary
The Castrol Customer Experience Team Leader will lead, coach, and develop the Customer Experience (CX) team to deliver high-quality customer support. The role involves managing customer interactions across multiple channels, resolving complaints, overseeing claims, and promoting digital self-service solutions. Additionally, the position contributes to business objectives by driving process improvements and enhancing customer satisfaction.
Key Responsibilities
1. People Management
- Set clear objectives for team members, aligned with BP’s strategies and service standards.
- Manage service delivery for email and call handling, ensuring adherence to SLAs and service levels.
- Facilitate team training and knowledge-sharing to maintain high-quality customer support.
- Conduct regular one-on-ones, coaching sessions, and team meetings to ensure employee engagement and development.
- Recognize and reward team efforts in delivering exceptional customer experiences.
- Identify opportunities for productivity improvement and implement relevant strategies.
2. Operational Support
- Oversee daily customer service tasks to ensure operational goals are met.
- Act as the point of escalation for customer complaints, claims, and critical issues.
- Support B2B and B2C customers, including fuel and marketing operations, with effective query management.
- Promote the use of online services and self-service channels for improved customer engagement.
3. Claims and Complaints Management
- Lead the resolution of customer complaints and claims, ensuring compliance with timelines.
- Conduct root cause analysis and implement strategies to minimize recurring complaints.
- Handle customer claims, legal documentation, prepaid fuel cards, and other related processes efficiently.
4. Continuous Improvement
- Identify process gaps and propose solutions to enhance productivity and service quality.
- Collaborate on digital and process transformation initiatives to improve customer experience.
- Maintain and update knowledge bases to support digital tools like virtual assistance products.
5. Service Management
- Manage customer expectations in line with established service level agreements.
- Build strong relationships with internal and external stakeholders to ensure seamless service delivery.
- Perform user acceptance testing for technology enhancements, ensuring efficient implementation.
Key Challenges
- Handling complex customer issues with professionalism and resilience.
- Adapting to organizational and operational changes without compromising service quality.
- Driving the adoption of digital self-service tools and virtual assistance technologies.
- Working on public holidays when required to ensure consistent service delivery.
Required Skills and Competencies
- Educational Background: Graduate with extensive customer service experience, including social media capabilities.
- Experience: 6+ years of team leadership in a corporate call center environment.
- Technical Skills: Proficiency in Sales Force, Power Apps, and MS Office applications. Familiarity with BOT logic is advantageous.
- Communication: Excellent written and oral communication skills, with the ability to build strong relationships.
- Leadership: Self-motivated, adaptable, and capable of inspiring teams through change.
- Problem-Solving: Strong analytical skills to diagnose issues and implement innovative solutions.
- Time Management: Strong organizational skills to prioritize tasks effectively.
What We Offer
- A dynamic work environment combining office and remote work.
- Opportunities for personal and professional growth in a globally recognized organization.
- A chance to contribute to BP’s mission of achieving a net-zero carbon future.
- Relocation assistance within the country for eligible candidates.