Customer Service Team Leader - French speaking

Company information

BP Global Business Services Europe

Location

Budapest, Szeged

Overall score:

5.7

Organization introduction

The world has an ever-increasing demand for energy, and BP discovers, develops and delivers oil and gas across the globe. They are capturing existing sources while enhancing the potential of renewable and alternative energy. By making the most of our world-class assets and investing in new technologies. Global Business Services Europe is part of Global Business Services (GBS) – a 4,500-people organization within BP that supports the downstream operations. Core areas include finance, customer service, mid and back office support for procurement, HR services and other functional support for customers. They opened the centre in 2009 and currently employ over 900 staff of 28 different nationalities in the Haller Gardens Offices. Even though the official language in the BSC is English, the colleagues do business in 7 more European languages, in a dynamic, multinational environment.


Job information

Business area

CUSTOMER SERVICE

Profession

Customer Service Team Leader

Location

Budapest

Job title

Customer Service Team Leader - French speaking


Team / organisation unit description

To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representative (CSR) teams who support inbound and outbound customer contacts. The purpose of the CSR Teams is to respond to customer contact or support queries relating to BP’s products, services and marketing operations, including sales order processing and complaints handling in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications. Customer Facing 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. CF CSRs are the first point of contact for BP telephone based enquiries.| Customer Service Support CSRs are responsible for supporting the Customer Facing CSR team, customers and BP internal departments.| As the BSC is a new operation, the post holder is expected to be flexible and able to adapt to an environment which is continually developing and changing. In these circumstances, the successful candidate will need to have a willingness to provide day-to-day “hands on” support in any number of areas, including CSR activities, until the expected level of proficiency is achieved.


Tasks and activities

  • Adhering with the tasks outlined in the EMS/QMS Systems of EBSC
  • Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
  • Managing a team of Customer Service Representatives
  • Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel). Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
  • Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Conduct half yearly and annual appraisals with direct reports
  • Organise monthly team meetings with direct reports
  • Provide first level escalation for any issues raised by the team
  • Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation
  • Ensure processes are embedded & adhered to consistently throughout the team
  • Run and analyse the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Work closely with other team leaders within the BSC to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop a team environment that supports continuous improvements & promotes the BSC culture
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers
  • Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
  • Develop and control processes and procedures to the BSC’s standards
  • Ensure that all activities meet with the BSC’s HSSE requirements
  • Monitor Team SOX compliance.

Requirements

Language 1:

French

Level

Professional


Language 2:

English

Level

Professional


Qualification:

Secondary education


Experience in this profession

1-3 years


Additional requirements (certifications, special knowledge, software etc.)

  • Relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
  • Proven experience in coaching and leading a team
  • Proven Experience in Customer Service
  • Strong relationship management skills
  • Proven experience in decision making
  • Strong time management and organisation skills
  • Experience of working in Hungary or of working with Hungarian customers is desirable
  • Experience of working in the UK or of working with UK customers is desirable
  • Able to meet tight deadlines for both internal and external customers
  • Able to consistently review and adapt approach and style to meet ever changing requirements
  • Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
  • Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
  • Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
  • Educated to A Level standard or equivalent
  • Minimum of 12 months previous experience customer service skills in a customer services environment preferred
  • Must demonstrate a strong understanding of customers’ needs / behaviours
  • Excellent written/oral communication skills and ability to build effective working relationships
  • High Level of IT proficiency in Microsoft packages
  • Highly motivated

What we offer

  • A truly multinational team
  • Cafeteria
  • Easily accessible workplace
  • High-quality office environment
  • Long-term opportunities
  • Working in an international, young and dynamic team
  • Opportunity to develop your professional skills in a multinational company
  • Competitive salary plus benefits
  • Competitive compensation package

Additional information

Normal

People manager

Full-time


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