Lead Customer Service Representative

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 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!

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

First point of contact for BP telephone based enquiries and/or for any written form of enquiries from both customers by internal customers within the BP Businesses
Supporting the businesses: working with Account Managers and other Head Office teams to achieve business specific objectives and goals
Provide professional and efficient customer service consistent with the set Key Performance Indicators, Service Level Agreements and Customer Service function’s core values
Log, assign and supervise progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis
Raise activities that are not actioned by assignees and any high risk customer issues (financial, legal, reputation)
Chip in positively to achieving individual, team and organisational targets
Ensure data is accurately entered and maintained in all Customer Service and data collection systems
Exhibit strong Teammate characteristics, constructive communication and active listening skills at all times
Support the development and help maintain sound working relationships with key collaborators, customers and external service provider
Ensure processes are embedded & adhered consistently throughout the team
Call and email monitoring, spot checks
Coaching and mentoring team members regarding specific issues and processes
Providing support for new joiners during the on the job training period, review of training plans
Reflecting to business needs suggesting new insights on process improvement
Ensuring that team is advised about major process changes
Support development of a team environment which supports continuous improvements
Acts as first point of contact in case of projects related to daily operations
Ensure that all activities meet with the BSC’s HSSE requirements
Monitor Team SOX compliance
Takes part in calls and communications with the business as assigned by the Team Lead
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 understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business.
Provide customer service via the internet, phone, fax and email to support activities
Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.
Highlight process gaps and inefficiencies; proactively seek solutions to inspire productivity and / or level of service provided.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
To represent Customer Service Team in Service Review Forum meetings, and challenge partners.
Influence and negotiate outcomes and drive change
To develop, monitor, report and participate on operation meetings on SLA agreements and PPI measures
Validate that control reports are working correctly and ensure the frequency of running these are correct