bp Hiring: Customer Services Analyst – Cape Town, South Africa

bp is seeking a Customer Services Analyst to join its Finance business support team in Cape Town. The successful candidate will provide first- and second-line customer support across phone, email, and digital channels, own queries and escalations through to resolution, and support a wide range of stakeholders including retail fuel sites, branded and unbranded customers, commercial accounts, terminals, and internal teams. This role is ideal for a detail-oriented, customer-focused professional who can manage high volumes, maintain data quality in CRM and SAP, and contribute to service improvement in a fast-paced, 24/7 operational environment. Key Responsibilities Customer Support & Case Ownership *Provide first- and second-line support via phone, email, and digital channels within agreed service levels. *Own queries and escalations through to resolution, coordinating actions and tracking next steps. Handle escalations with financial, legal, or reputational impact, ensuring the right teams are involved. *Keep customers updated throughout the case lifecycle, setting clear expectations on timing, outcomes, and next actions. Stakeholder & Key Account Support *Support retail fuel sites, branded and unbranded customers, commercial accounts, terminals, and internal stakeholders. *Apply key account processes and service requirements using the correct workflows and approvals. *Work with internal teams and third parties to resolve issues, ensuring clear handovers and actions are tracked to closure. Case Management & Systems *Log, assign, track, and close cases accurately, ensuring each case has clear notes and a defined outcome. *Maintain data quality in CRM, SAP, and related systems so records support reporting and future follow-up. *Support queries related to: Account setup and delivery issues Retail marketing programmes and promotions Fuel cards and Cardex transactions Back-office systems support Site experience complaints and fuel quality claims Site maintenance queries and invoice resolution Service Improvement *Identify recurring issues and share root causes to help reduce repeat contacts and rework. *Flag process gaps and improvement actions that support better service delivery. *Update knowledge base content and documentation to keep guidance current and easy to use. *Support user testing for service centre and ERP changes, confirming outcomes and raising issues early. *Support onboarding and training for new joiners when needed, sharing processes and system guidance.

This full-time opportunity at bp is based in Cape Town • Western Cape and is suitable for candidates interested in building experience in bp Hiring: Customer Services Analyst – Cape Town, South Africa. Review the requirements carefully and make sure your application highlights the most relevant strengths for the role.

Roles like this can help candidates strengthen their professional experience, improve industry-specific skills, and grow within a structured working environment. If you are targeting opportunities in entry-level work, this opening may be a strong addition to your job search.