Customer Service Team Leader - German speaking

at  BP

JOB DESCRIPTION:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world’s ambition of a low carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.

SKILLS:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Leading a team of Customer Service Representatives.
Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel).
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.
Organize monthly team meetings with direct reports.
Provide first level customer concern for any issues raised by the team.
Ensure all processes are aligned with current ISO 9000 accreditation & assist in preparation for future accreditation.
Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance.
Develop a team environment that supports continuous improvements & promotes the BSC culture.
Develop and maintain sound working relationships with key collaborators, customers and external service providers.