Solar After Sales Customer Support Analyst

Descripción del puesto:

Entity: Finance

Job Family Group: Business Support Group

Job Description:
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 in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

About the role

This is a Customer facing role accountable for the management of After-Sales claims on behalf of BP Solar according to the After-Sales management process, ensuring quick resolution of claims, a positive customer experience and minimizing costs. The Customer Support Representative will cover Europe, North America and Australia.

Key Accountabilities

* Customer claim resolution and positive customer experience while protecting the BP brand
* Accountability for the management and resolution of warranty claims within the established Key Performance Indicators (Time to Close, Customer's happiness …) and resolution options (Compensation or Module Delivery)
* Manage all incoming claims through a variety of sources including, but not limited to, voice and email. Responsible for review of all incoming claims to ensure that accurate documentation and requirements have been met
* Act as a single point of contact and manage the day-to-day relationships with customer contacts
* Responsible for accurately communicating the claims warranty process to the customer. Outline any warranty claims documents, procedures or financial payment processing.
* Ensure that all critical claims follow the claims processing guidelines.
* Accurately follow any delegation of authority guidelines when initiating financial transactions or equivalent replacement of customer equipment
* Ensure return/disposal of failed modules pursuant to all relevant in country processes and procedures, against established guidelines.
* Work directly with internal and external teams to provide timely updates to claims and escalate claims as needed
* Ensure that all claims processed are diagnosed using the standard processing guidelines and are documented in detail in the customer management tool
* Identify and present to customer 3rd party module replacement options based on availability spreadsheet when vital.
* Closely supervise all open claims and ensure that all key dates are being met within SLA, and escalate as needed
* Mitigate any legal, safety or reputational exposure to BP by closely following all escalation procedures

Requirements

* Bachelor's degree or equivalent experience in business or related field
* Previous experience customer service skills in a telephone environment and or customer services environment preferred
* Sales support or Customer Service experience
* After-Sales experience or warranty claims experience
* Fluent in English, German language knowledge is an advantage
* Customer's relationship management
* Handling competing priorities
* Coordination of material deliveries.
* Customer Relationship Management tool experience
* Managing customer contacts from a variety of sources including email and phone
* Technical problem diagnosis
* Negotiation skills
* Autonomy and decision making when working within the claims process guidelines.
* Ability to manage multiple priorities and take direction from many sources; flexibility and adaptability to change
* Customer Service oriented - strong written and oral communication skills; people skills; responsiveness to customer needs; energetic and enthusiastic
* Performance oriented - proactive self-starter biased to do things before being asked with attention to detail and excellent organization skills
* Proficient PC skills (Microsoft, Web based & Mainframe type applications)
* Strong interpersonal skills with customers, installer, contractors and colleagues.
* Ability to identify and implement some process improvements within the Customer Service Representatives remit
* Ability to deliver on project activities individually and within the team

Why join our Team?

We support our people to learn and grow in a diverse and ambitious 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.
Reinvent your career as you help our business meet the challenges of the future. Apply now!

Travel RequirementNo travel is expected with this role

Relocation Assistance:This role is not eligible for relocation

Remote Type:This position is a hybrid of office/remote working

Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp's recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks