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!

Coordinate and organise the operation of the Global Aviation Customer support worldwide - except ANZ countries.
Support the Team in case of non-account managed Sterling-Card Accounts (business calls, escalations, complex cases, old items)
Ensure the maintenance of the new Account set-up in Appian and MDG systems, including Counterparty Due Diligence check, Credit Limit check, Contract and Mandate management via Docusign
Coordinate and control the case management via Salesforce and ensure the proper handover between relevant GBS Aviation Teams (MDM, Collection).
Supervising the volumes, backlog items, old items, SLAs in Salesforce
Support the TL with monthly reporting and data analysis.
Lead the annual card renewal management.
Working together with business partners – Marketing team, Customer Excellence, GBS partners – MDM, Credit, Cash Collection, CX, Transformation, CDD team with representing the team in the calls, adding professional support and knowledge to the ongoing projects and daily operation
Professional support to the Business Squads and external business partners
Lead the organisational change management in case of any new transition, standardization, and simplification.
Supporting Aviation business with automation, simplification, and standardisation projects (e.g. discovery, design, testing, operation)
Supporting the Team and TL with extra/ad-hoc requests above and beyond the daily operational lead activities
Provide professional and efficient customer service consistent with the set Key Performance Indicators, Service Level Agreements and Customer Service function’s core values
Raise activities that are not actioned by assignees and any high-risk customer issues (financial, legal, reputation)
Contribute positively to achieving individual, team and organisational targets
Providing support for new joiners during the on-the-job training period, review of training plans
Reflecting to business needs suggesting new ideas on process improvement
Ensuring that team is advised about major process changes