Senior Customer Service Representative - German speaking

Company information

BP Global Business Services Europe

Location

Budapest, Szeged

Overall score:

5.5

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 Advisor Level 2

Location

Budapest

Job title

Senior Customer Service Representative - German speaking


Team / organisation unit description


Tasks and activities

  • 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
  • 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
  • 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
  • CSS CSRs are required to have a deep understanding of specific processes / systems to enable them to efficiently support Customers, the Customer Facing CSR team and BP internal departments
  • CSS CSRs are the first point of contact for any written form of enquiries from Customers / Consumers
  • They are also the first point of contact by internal customers from the BP Business and third parties

Requirements

Language 1:

English

Level

Professional


Language 2:

German

Level

Professional


Qualification:

Secondary education


Experience in this profession

1-3 years


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

  • 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
  • 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

What we offer

  • Cafeteria
  • A truly multinational team
  • 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

Yes

Senior team member

Full-time

No

None

Permanent employee for indefinite time


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