Customer Operations Specialist India at BP · Mumbai

Customer Operations Specialist India Location: India - Mumbai Entity: Customers & Products Job Family Group: Business Support Group Job Description: Are you ready to join a team that’s driving the future of lubricants & beyond and setting new industry standards? Discover how our diverse and passionate people at Castrol are shaping the industry – and how you can be part of this journey. We’re seeking versatile experts who share our passion for innovation and excellence. Bring your outstanding perspective, collaborative spirit, and challenge our thinking as we continue to lead the way in the lubricants' market & build businesses beyond lubricants. This is your chance to learn, grow, and thrive in a dynamic and inclusive organization. Apply now! Castrol is a global leader in lubricants and part of the bp Group, one of the world’s largest energy companies. In India, Castrol is a publicly listed company, leading in the Automotive, Industrial, and Marine lubricant sectors. With iconic brands, steadfast innovation, strong customer relationships, and a team of highly motivated employees, we have maintained our market leadership in India for over a century. Our robust manufacturing and distribution network in India helps us reach consumers through more than 135,000 outlets. At Castrol, success knows no bounds. We offer a fast-paced learning environment where you can develop your career, whether in specialized functions or on a general management track. Castrol India has a proud legacy of championing top talent for leadership roles, both locally and globally. This is a role within the Castrol organisation, and the successful candidate will become part of the Castrol ring-fence.  If you are part of the ring-fence, it is expected that your employment will move with Castrol to new ownership. We are currently looking for Customer Operations Specialist India based at Mumbai with details mentioned below. Let me tell you about the role! The role is responsible for driving operational excellence and customer satisfaction for all of Castrol India Limited through call center management A Major focus of this role is to demonstrate the capabilities of call center to manage complaint, query management, through CRM in addition solve business problems and deliver business critical results. The role defines and executes Call center strategy to align with business goals and deliver measurable value. Close collaboration with the sales, marketing, operation teams is essential to ensure call center meets sales objectives and enhances customer engagement. The position also provides back-end support and data-driven insights to help the sales team make informed decisions. Strong problem solving and analytical skills are required to ensure call center is scalable, robust, and well-integrated with other systems. Excellent communication and cross-functional coordination are key, especially when working with sales, supply chain, and finance teams. By enabling digital transformation, this position supports the sales team in achieving business growth and delivering superior customer service. Ultimately, the role serves as a bridge between cell center, sales and marketing ensuring seamless operations and a customer-centric approach. What you will deliver Call center operations End-to-end call center operations management including inbound/outbound calls, complaints, and escalations SLA, TAT, FCR, and abandonment control through continuous monitoring Complaint lifecycle management including RCA and prevention Call center dashboards, reporting, and Power BI analytics CRM governance, data accuracy, integrations, and testing Audit compliance, WOW documentation, DPDP adherence Vendor operational and commercial coordination Support digital initiatives such as Voice Bot, AR Samvaad, Industrial Order 2 Cash What will make you successful Education • University degree essential • A post graduate degree would be value added Experience • 7-8 years of experience across sales, marketing and operations • Experience of working in a matrix & geographically dispersed organization and proven leadership capability to drive effective integration of cross functional activities •Deep understanding of the business processes, customers' expectations and current & future company strategy • Strong leaning agility to learn digital ways of working • Excellent communication and customer service skills. • Ability to manage multiple priorities and meet tight deadlines. • Proficiency in coordinating with cross-functional teams. • Analytical attitude with a focus on process optimization You will work with The incumbent will need to work with a range of stakeholders to deliver outcomes. Some of the critical stakeholders are called out below: Internal: Sales, Marketing, Supply Chain, Finance, Legal, IT External: call center, CRM vendors and Audit partners Culture bp believes in creating a culture that allows you to live our purpose, play to win while caring for others - and there is a huge focus on diversity equity and inclusion. We are a very open and respectful organization, where there is a lot of respect given to listening to all perspectives and hence people are encouraged to speak up, chip in at all levels irrespective of level or department. The marketing team is a bunch of energetic and passionate individuals from varied backgrounds, and we thrive with being able to learn from each other as well as a lot of external orientation from the best in the industry. we deeply value partnerships especially with our sales colleagues and strongly believe in the power of igniting one team to be able to break barriers, challenge status quo and create new achievements. Why join our team? We support our people to learn and grow in a diverse and exciting 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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Travel Requirement Up to 10% travel should be expected with this role This role is eligible for relocation within country Remote Type: This position is a hybrid of office/remote working 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 Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization Legal Disclaimer: We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.