24x7 Customer Service Team Leader

4 weeks ago


Dubai, United Arab Emirates bp Full time

Location
- United Arab Emirates - Dubai
- Travel required
- No travel is expected with this role
- Job category
- Sales
- Relocation available
- This role is not eligible for relocation
- Job type
- Professionals
- Job code
- RQ066810
- Experience level
- Intermediate

Job summary

**Entity**:
Customers & Products
**Job Family Group**:
Sales Group
**Job Summary**:
Aviation's vision is to be the fuel and services partner of choice for their customer. We are on a journey to transform our business to become more customer centric, higher performing and to play a key role in bp's net zero ambition.

The role is responsible for delivering aviation's 24x7 customer service offer and providing customers an exceptional experience. This includes proactively generating price offers and insights, responding to customer price requests, fuel releases, queries and requests 24x7 and supporting new project activity to drive improvement in ways of working as per the Customer Excellence agenda. This includes team management and responsibility for team performance.

**Customer Service Team Leader**

**In line with UAE's Emiratisation goals, we are encouraging UAE nationals to apply.**

**In this role You will (be)**:

- Lead Aviation's 24x7 customer service team, providing mentorship to the service coordinators to ensure outstanding services are provided to bp aviation’s customers globally
- Respond to customer price requests, fuel releases, queries and requests 24x7
- Support new project activity to drive improvement in ways of working within the Customer Excellence agenda
- Establish the 24x7 teams' KPIs to monitor all customer’s queries resolution and responsiveness levels are met accordingly

**What You will need to be successful**:

- Proficiency in English
- Bachelor’s degree and / or equivalent experience in customer support
- Min. 2 years of experience in customer service
- Strong interpersonal and communication skills with the ability to build relationships and influence at all levels
- Experienced at leading a customer support organization, enabling improved customer experience, efficiency and growth
- Experience in building and leading successful teams
- Excellent knowledge of the aviation business, experience in analyzing and developing complex processes and an ability to successfully articulate these to the customer and internal colleagues
- Strong understanding of aviation & systems like Salesforce, pricing, airport systems, CEP
- Track record of successfully implemented continuous process improvements

**Travel Requirement**

No 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**:
Channel Management, Customer promise execution, Customer Segmentation, Customer service design, Delivers an effortless customer experience, Demand Management, Digital fluency, Internal alignment, Negotiating value, Offer and product knowledge, Operational pricing, Sales forecasting/demand planning, Sector, market, customer and competitor understanding, Using insights dashboards
**Legal Disclaimer**:
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.


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