Job Description

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P;) business area is setting up a Business and Technology Centre (BTC) in Santa Fe, Mexico City. This BTC will support the delivery of enhanced customer experience and drive innovation by building integral capabilities at scale, leveraging technology, and developing deep expertise. It will be a core and connected part of our business, bringing together colleagues who report into their respective parts of C&P;, working together with other functions across bp.

The Customer Service Team interacts with both internal and external customers on behalf of TravelCenters of America (TA), the largest publicly traded full‑service truck stop and travel center company in the United States. They provide information about products and services, respond to customer feedback, and take parking reservations, with a main focus on the loyalty program. This position works directly with our primary customers and guests, especially professional truck drivers, to resolve their issues and concerns.

This role will be located in our offices in Santa Fe, Mexico City, and is currently working under a hybrid schedule—three times a week from the office. Different shift patterns are available, including Monday to Friday 7:00 a.m. to 3:00 p.m. and 12:00 p.m. to 8:00 p.m.

Key Accountabilities

- Listen and respond to customers to understand their needs and resolve issues efficiently and effectively, maintaining patience and politeness with difficult or angry customers.
- Accurately record details of customer feedback and actions taken in the tracking system.
- Provide information to customers about company products, services or programs.
- Respond to customers via email or social media professionally, using correct grammar, spelling, and punctuation.




- Take parking reservations, determine charges, and process payments accurately and professionally.
- Perform special projects and miscellaneous duties, such as reviewing and responding to feedback received via our websites, company phone apps, and social media posts concerning TA.
- Continuously seek ways to improve current procedures and methods to ensure optimal efficiencies and excellent customer service.
- Analyze situations, investigate problems, and determine the best contact for a timely resolution; if escalation is required, gather and provide information to a Customer Service Team Lead.
- Help and sometimes train other Customer Support members on programs, administrative tasks, technologies, and call center methods and skills.

Job Requirements and Essential Criteria

- High School diploma required.
- Prior customer service experience, desirable supporting U.S. or other countries.
- Excellent computer skills.
- Advanced English proficiency is a must.

Additional Criteria

- Excellent attendance and punctuality.
- Ability to work in a fast‑paced environment.
- Solid multi‑tasking and problem‑solving skills.
- Strong interpersonal and communication skills.
- A degree of creativity and latitude required.

Benefits

At bp, we provide a phenomenal environment and benefits such as an open and inclusive culture, a great work‑life balance, learning and development opportunities to craft your career path, life and health insurance, annual cash bonus,



pension plan, among others.

Equal Opportunity Employer Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on 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 are provided with reasonable accommodation to participate in the job application or interview process and to perform crucial job functions.

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

- 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

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, depending on your role, your employment may be contingent upon adherence to local policy, which may include pre‑placement drug screening, medical review of physical fitness for the role, and background checks.

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📌 Customer Service Support (Santa Fe)
🏢 BP
📍 Santa Fe