Lead Customer Service Representative with German

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.
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 big 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

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 Service Level Agreements and Customer Service function’s core values
Log, assign and track 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)
Contribute positively to achieving individual, team and organisational targets
Ensure data is accurately entered and maintained in all Customer Service and data collection systems
Work well in a team, and exhibit constructive communication and active listening skills at all times
Support the development and help maintain sound working relationships with key stakeholders, customers and external service provider
Quality assurance activities:
Ensure processes are embedded & adhered consistently throughout the team
Acts as first point of escalation for the team & the relevant businesses in case of operative issues
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 ideas on process improvement
Ensuring that team is informed about major process changes
Cooperating with other teams within the BSC to ensure that overall operational objectives are met
Reporting: Run and analyse reports
Log and follow up incidents in the Incident report
Ensure that all activities meet with the BSC’s HSSE requirements
Monitor Team SOX compliance
Complete 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
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Make recommendations on existing knowledge base documents and identify knowledge gaps.
Highlight process gaps and inefficiencies
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
Represent Customer Service Team in Service Review Forum meetings, and challenge partners.
Influence and negotiate outcomes and drive change
Supporting the management decisions to deliver strategy
Validate that control reports are working correctly and ensure the frequency of running these are correct
Identify and carry out continuous Improvement initiatives and provide support to Analysts in CI methodology and run the project if it is required