Senior Customer Service Representative - Czech speaking

Company information

BP Global Business Services Europe

Location

Budapest, Szeged

Overall score:

5.4

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 2100 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 Representative

Location

Budapest

Job title

Senior Customer Service Representative - Czech speaking


Team / organisation unit description

The Customer Service Representative (CSR) role exists to provide first line of customer service to telephone and written enquiries of Strategic, Key, Base and Spot Customers on a B2B level from initial set-up through to invoice payment, all in accordance with agreed service levels and business processes. The position will ensure all customer facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction. CSRs are required to have a deep understanding of all Customer Service processes to enable a high percentage of first contact, accuracy and resolution, and will continually manage customer expectations through various contact channels. The CSRs are responsible for managing the day to day relationship with customers, and is accountable for delivering the commercial plan, by managing the orders from forecast and order processing, through to accurate invoicing and cash collection. This also includes taking into consideration the different cost elements i.e. long term forecast and supporting the accurate demand planning process. CSRs are the first point of contact for BP telephone and email based enquiries for Strategic, Key, Base and Spot customers and also for internal stakeholders (Sales Managers, Supply Chain, Business Management, QSHE, Marketing , Manufacturing, Finance, Credit and Tax


Tasks and activities

  • Execute 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 external customers and consumers 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 escalate 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.
  • Escalate 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 and order fulfilment.
  • Sales order tracking.
  • Monitor 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 increase productivity and / or level of service provided.
  • Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

Requirements

Language 1:

English

Level

Professional


Language 2:

Czech

Level

Professional


Qualification:

Secondary education


Experience in this profession

1-3 years


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

  • 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
  • Experience using SAP and/or Siebel and MS Office application
  • Able to meet tight deadlines
  • 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
  • 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
  • Educated to A Level standard or equivalent
  • High Level of IT proficiency in Microsoft packages
  • Fluency in English and Czech
  • Slovakian and Hungarian knowledge is plus

What we offer

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

Additional information

Normal

Junior team member

Full-time

Permanent employee for indefinite time


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