Senior Customer Service Representative - German speaking

bp is an international energy company, one of only a few that can deliver energy at global scale through a decades-long energy transition. Our purpose is to deliver energy to the world, today and tomorrow.

About The Role:

The Senior Customer/Business Service Representative (SCSR/SBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers, as well as Partners, in accordance with the agreed service levels. The person in this position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

SCSRs/SBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. Not only process orientation but also focusing on problem solving and seeking for the best solution always are key for this role to generate a satisfied and positive customer experience. The role holder should enable high quality Customer Service activities in a speedy and efficient way. SCSRs/SBSRs are accountable for high value customers, for end-to-end customer issues / complaints, their resolution and ownership, delivering high customer experience and be the focal point for critical processes.

Main activities can cover processes such as customer set up and maintenance, order management, dispute management, pricing and rebate set up, credit and debit notes creation, portal support, error handling and billing block/unblock

Log, assign and supervise 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.

The SCSR/SBSR provides support for new joiners during on-the-job training period and provides feedback on the new joiner’s training progress.

The SCSR/SBSR is also responsible to update/create SOPs whenever it’s needed.

Support GBS standards through immediate triage, partner concern (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.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Support of GBS and Fuels related projects in a timely and accurate manner.
Support user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

Functional:

• Complete day to day customer service-related operational tasks to ensure the service meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions’ core values.
• The SCSR/SBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. The SCSR/SBSR is also responsible for the improvement of processes with an impact on customer satisfaction.
• Leverage deep understanding of specific customers, Business processes / systems, and act as a partner concern point of contact for any verbal or written form of enquiries from external and internal customers, from the BP Business and third parties. These customers belong to the Fuel Businesses: Fleet, Retail and Wholesale. The Business model can vary from direct to indirect partnership, including working with agents, distributors, occasionally end Customers and third-party service providers.
• Interact with external and internal customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.

Proactively resolve customer issues (working with other teams as appropriate):

• Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
• Take ownership and resolve raised telephone and written customer issues.
• Act as subject matter expert for the processes covered.

Provide customer service via phone, fax and email to support one or more activities subject to the customer service area covered:

• complaint handling: including accurate logging, ownership through follow up the end-to-end investigation until complete resolution, seeking proactively for the best solution, providing updates to the customer on the status of the complaint
• proactive follow-up with internal and external customers on pending activities preferably on the phone
• provide subject matter expertise and resolution for sophisticated issues
• ensure Key Performance Indicators are within the target by addressing the cases in a timely manner
• deep understanding and insight into their customer portfolio – generated volume, behaviours, risks
• build effective relationships with Sales Area Managers and/or other teams addressing process issues, gaps: continuous and proactive exchange on business activities, customers, setting priorities, give and receive feedback and share information
• ensure effortless customer experience
• support issues with detailed RCA
• support the Lead CSR, Team Leader and Stakeholders with report creations and analysis

• Educated to A Level standard or equivalent
• Previous experience customer service skills in a customer services environment preferred.
• Proficiency in English and German
• Must demonstrate a strong 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, proactive attitude
• Experience using SAP and/or Salesforce and MS Office application (sophisticated Excel skills are required for the Fuels Business)

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Hybrid working arrangement aligned with team arrangements and business needs
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Celebrate 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 rules
• 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