Senior Customer Service Representative- German Speaking

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We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and get involved in what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.

In Hungary, we operate bp's Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the complex challenges facing our world today and, guided by our bp values, are working to help meet the world's need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions - providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better - and how you can play your part in our world-class team?

Join our Team and advance your career as a

Senior Customer Service Representative- German Speaking

The 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.

Senior Customer Facing (CF) CSRs are required to have a broad understanding of all related processes to enable a high percentage of first contact resolution and will continually handle customer expectations through various contact channels.

In this role You will:

• Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
• Leverage deep understanding of specific key-account customers, processes / systems and act as an escalation-point of contact for any verbal or written form of enquiries from customers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
• Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve escalated telephone and written customer issues.
• Raise activities that are not actioned by assignees
• Provide customer service via the internet, phone, fax and email to support activities including:
• Account set-up, allocation and delivery issues.
• Order processing, order fulfilment and tracking.
• Supervise supply outages and react accordingly for incoming and existing orders.
• Retail marketing programme information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification and management of complaint root causes.
• Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
• Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
• Service Management & Continuous Improvement
• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to advance the level of service provided.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

What You will need to be successful:

• Fluency in German and English
• Educated to A Level standard or equivalent
• Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
• Demonstrate a solid understanding of customers' needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Strong problem solving skills
• Highly motivated
• Experience using SAP and/or Siebel and MS Office application

At bp, we provide the following environment & benefits to you:

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 2 days / week, based on team agreement
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Family friendly workplace e.g.: Extended parental leave, Mother-baby room
• Employees' wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
• Possibility to join our social communities and networks
• Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
• Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested

bp Hungary won the Most Attractive Employer 2023 Award (SSC / BSC sector) third time in a row at PwC's annual employer research. Come and join us!

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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 express.