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 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.
In Hungary, we operate bp’s Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the complex challenges facing our world today and, guided by our bp values, are working to help meet the world’s need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions – providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

Contribute positively to the team’s achievement and excellence in day to day customer service related operational tasks
Demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks
Responsible for improvement of processes with an impact on customer satisfaction, also reflecting on Business’ needs
Leverage deep understanding of specific customers, Business processes / systems, and acts as first point of escalation for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties.
Interact with customers/Stakeholders in a professional, friendly and efficient manner and escalates concerns about meeting service levels or deadlines
Proactively resolve customer issues (working with other teams as appropriate
Provide customer service via the internet, phone, fax and email to one or more activities subject to the customer service area covered
Our 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 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.
Distribute cases as needed to individual team members for supporting prioritization and accelerate processing them.
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable and support the team to achieve the same
Make recommendations on existing knowledge base documents and identify knowledge gaps,
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution is part of this role.
What You need to be successful:
Educated to A Level standard or equivalent
Minimum of 24 months previous experience customer service skills in a telephone environment and or customer services environment preferred.
Must demonstrate a strong understanding of customers’ needs / behaviours
Fluency in English and Spanish
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 in using SAP and MS Office application, and advanced Excel skills are required