Customer Services Analyst
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Key skills for this role
About the Role
bp is seeking a Customer Services Analyst to provide first- and second-line support via phone, email, and digital channels. The role involves handling escalations, supporting retail and commercial accounts, and maintaining data quality in CRM and SAP systems.
Key Skills for This Role
Responsibilities
- Provide first and second line support via phone, email, and digital channels
- Own queries and escalations through to resolution
- Handle escalations with financial, legal, or reputational impact
- Support retail fuel sites, branded/unbranded customers, commercial accounts, terminals, and internal stakeholders
- Log, assign, track, and close cases accurately in CRM and SAP
- Identify recurring issues and share root causes for service improvement
Requirements
- Experience in a customer service environment handling varied queries and follow ups
- Experience handling escalations and complaints requiring cross team coordination
- Ability to work a 24/7 shift pattern
- Experience with CRM systems and SAP or similar ERP tools
- Matric (required)
- NQF Level 6 (Diploma) or NQF Level 7 (Degree) (preferred)
Full Job Posting
Entity and Job Family
- Entity: Finance
- Job Family Group: Business Support Group
Key Responsibilities
- Provide first and second line support via phone, email, and digital channels, responding within agreed service levels
- Own queries and escalations through to resolution, coordinating actions and keeping control of next steps
- Handle escalations with financial, legal, or reputational impact, ensuring the right teams are involved and updates are shared
- Keep customers updated throughout the case lifecycle, setting expectations on timing, outcomes, and next actions
- Support retail fuel sites, branded/unbranded customers, commercial accounts, terminals, and internal stakeholders, adapting your approach to each group
- Apply key account processes and service requirements, using the right workflows and approvals where relevant
- Work with internal teams and third parties to resolve issues, ensuring handovers are clear and actions are tracked to closure
- Log, assign, track, and close cases accurately, making sure each case has clear notes and a defined outcome
- Maintain data quality in CRM, SAP, and related systems, ensuring records support reporting and future follow up
- Support queries related to account setup, delivery issues, retail marketing programmes, fuel cards, back office systems, site complaints, fuel quality claims, site maintenance, and invoice resolution
- Identify recurring issues and share root causes, helping teams reduce repeat contacts and rework
- Flag process gaps and improvement actions, contributing practical fixes that support service delivery
What We’re Looking For
- Experience in a customer service environment where you handled varied customer queries and follow ups
- Experience handling escalations and complaints, including cases that required coordination across teams
- Able to lead volume and work a 24/7 shift pattern, keeping quality and accuracy consistent
- Track record of owning issues through to closure, including follow ups and stakeholder updates
- Experience with CRM systems and SAP (or similar ERP tools), using them to track cases and maintain data quality
- Clear written and verbal communication, with the ability to adapt tone and detail to the audience
- Able to handle difficult conversations, staying focused on resolution and next steps
- Attention to detail and process discipline, ensuring cases are logged, tracked, and closed correctly
- Problem solving and time management, prioritising work based on impact, urgency, and service levels
- Teamwork and accountability, following through on actions and supporting shared service outcomes
- Focus on first contact resolution, while knowing when and how to escalate optimally
- Matric (required); NQF Level 6 (Diploma) or NQF Level 7 (Degree) (preferred)
Working Environment
- Cape Town (office based), with remote flexibility where agreed and operationally supported
- Rotational 24/7 shifts, aligned to customer demand and service coverage needs
Benefits
- Open and inclusive culture, great work life balance, learning and development opportunities
- Life and health insurance, medical care package
- Flexible working options, collaboration spaces in a modern office environment
About bp
- bp is an equal opportunity employer committed to diversity and inclusion
- We support our people to learn and grow in a diverse and challenging environment
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