Senior Customer Service Representative- GERMAN SPEAKING

Job description:

Description

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.About the roleThe Senior Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.Senior Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone-based enquiries for Key Customers.In this role You willHandle day-to-day customer service tasks while meeting service standards and customer expectations.Support key customers and act as the main point of contact for customer enquiries and issues.Connect with customers expertly via phone, email, and other channels.Take ownership of sophisticated customer issues and ensure they are resolved or raised when needed.Support customers with:Account setup and maintenanceOrder processing, tracking, and delivery issuesSupply disruptions and order updatesProduct and retail programme enquiriesCustomer complaints and fuel quality claimsRecord, track, and follow up on customer requests until they are fully resolved.Identify and raise high-risk issues (e.g., financial, legal, or reputational risks).Service ImprovementManage customer expectations in line with agreed service levels.Build strong relationships with customers and internal teams.Identify process improvements to increase efficiency and improve customer service.Help improve knowledge resources by identifying gaps and suggesting updates.Support testing of new systems and process improvements before implementation.

Requirements

What You will need to be successfulEducated to A Level standard or equivalentProficiency in English and GermanPrevious experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account CustomersMust demonstrate a strong understanding of customers’ needs / behaviorsExcellent written/oral communication skills and ability to build effective working relationshipsStrong time management and organization skillsStrong problem-solving skillsHighly motivatedExperience using SAP and/or Siebel and MS Office application

Offer

At bp, we provide the following environment & benefits to youDifferent bonus opportunities based on performance, wide range of cafeteria elementsLife & health insurance, medical care packageHybrid working arrangement aligned with team arrangements and business needsOpportunity to build up long term career path and develop your skills with wide range of learning optionsCelebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rulesFamily friendly workplace e.g.: Extended parental leave, Mother-baby roomEmployees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition ProgramPossibility to join our social communities and networksChill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipmentbp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.