Lead Customer Service Representative - Swedish and English speaking

at  BP

JOB DESCRIPTION:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world’s ambition of a low carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.

SKILLS:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
First point of contact in case of advanced telephone and written customer issues.
Escalate activities that are not actioned by assignees.
Ensure that data is accurately entered and maintained in all Customer Service and Data Collection systems.
Complaint handling: including accurate logging, resolving and providing feedback to the customer
Ensuring processes are embedded and adhered consistently throughout the team.
Taking part in Business calls and communications as assigned by the Team Leader; acting as a Team Leader back up in case of absence
Deep understanding and insight into the team’s customer portfolio – generated volume, behaviors, risks.
Coaching and mentoring team members regarding specific issues and processes.