24x7 Customer Service Team Leader

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.

Job Description:
Customer Service Team Leader
In line with UAE's Emiratisation goals, we are encouraging UAE nationals to
apply.
We also would like to emphasize that applications from female candidates
are welcomed too.
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:
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,
neurodiversity/neurocognitive functioning, veteran status or disability
status. Individuals with disabilities may request a reasonable 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 accommodation related to
the recruitment process, please contact us to request accommodations.
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.