OEM Customer Service Representative (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.
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

Execute day to day customer service related operational tasks to proactively ensure that customer hold necessary stock for managing their production/operation smoothly, the delivery happens in time and meets customer expectations and it is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values
Interact with customers in a professional, friendly and efficient manner and advance concerns about meeting service levels or deadlines
Take ownership and resolve escalated telephone and written customer issues
Proactively monitors, controls the Regional, Global and Strategic Accounts and investigates any potential issue to ensure operational excellence
Raise activities that are not actioned by assignees
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
Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable
Make recommendations on existing knowledge base documents and identify knowledge gaps
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 increase efficiency and / or level of service provided
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective improvement execution