Senior Customer Service Representative (French)

Bei bp haben wir nur eins im Kopf: die Energie von morgen. Wir wollen Energie neu denken, damit wir bis spätestens 2050 NetZero erreichen. Wir setzen dabei auf die Kompetenz und Leidenschaft unserer rund 66.000 Mitarbeiter:innen weltweit, davon ca. 4.000 in Deutschland. Sie sichern jeden Tag mit den Produkten und Dienstleistungen unserer Marken bp, Aral und Castrol die Energie und Mobilität für Millionen Menschen – heute und in Zukunft.

The Senior Customer Service Representative (CSR) provides first and second-line support for telephone and written inquiries from external Key Customers, internal participants, and other consumers in line with agreed service levels. This role ensures queries are resolved promptly, accurately, and with the highest level of customer satisfaction.

Senior CSRs act as the first point of contact for key customer inquiries and are expected to have a broad understanding of all customer service processes to achieve high first-contact resolution rates while handling customer expectations across multiple channels.

Responsible for:

Providing customer service support to ensure maximum customer satisfaction, assisting the team in maintaining a strong link between our products/services and our customers, and building an accurate understanding of customer needs and expectations.

Functional
 

• Complete day-to-day customer service tasks to meet customer expectations
• Act as an escalation point for inquiries from external and internal customers, including retail fueling sites, branded/unbranded customers, commercial accounts, and terminals
• Interact professionally and efficiently with customers, raising concerns as needed
• Proactively resolve Key Account issues, taking ownership of the cases and ensuring timely resolution.
• Provide support via phone, email, fax, and online channels for:
• Account setup and delivery issues
• Order processing and fulfillment
• Sales order tracking and supply outage management
• Retail marketing program information and complaint resolution

Service Management & Continuous Improvement
 

• Handle customer expectations based on service level agreements
• Identify knowledge gaps and recommend improvements to existing documentation.
• Build strong relationships with customers and internal teams through accurate and timely service
• Highlight process inefficiencies and propose solutions to improve productivity and service quality
• Participate in user acceptance testing for service center technology and ERP systems

• Fluent in English and French (reading, writing, and speaking)
• Excellent written and verbal communication
• Strong organizational and time management skills
• Problem-solving ability and proactive demeanor
• Proficiency in MS Office; experience with SAP and/or CRM systems (Siebel or Salesforce) preferred
   

Key Competencies

• Customer Service Delivery Excellence
• Inbound Document Management
• Sales Order Management
• Complaint Resolution
• Data Management & Control
• Process & Quality Improvement

• 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