Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
About the role
The Customer Service Representative (CSR) role exists to provide first and second line customer support to telephone and written enquiries from external and internal Customers and Stakeholders in accordance with agreed service levels. The person in this position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
CSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. Not only process orientation, but also focusing on problem solving and seeking for the best solution always are key for this role to generate a satisfied and positive customer experience.
In this role You will
Functional
- Complete day to day customer service related operational tasks to ensure the service meets customer expectation and is consistent with set process performance indicators, applicable service level agreements, and the customer service function core values.
- Leverage end-to-end understanding of specific processes / systems of own area, 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 and third parties. These customers belong to the Fuel Business: Cards, Retail and/or Wholesale. The Business model can vary from direct to indirect partnership, including working with agents, distributors, occasionally end Customers and third party service providers.
- Interact with external and internal customers in a professional, friendly and efficient manner and provide customer service via phone, fax and email to support one or more activities subject to the customer service area covered:
- build effective relationships and work in a close co-operation with the Sales Support colleagues, logistics department and all the stakeholders
- support other Business Segments like Pricing, Sales and Finance by providing relevant reporting
- proactively provide accurate and timely information to Stakeholders in a written form
- understand and mitigate possible risks in the processes to prevent customer complaints
- support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of Stakeholder inquiries / issues
- Complaint handling: including accurate logging, seeking for the best solution, resolving and providing feedback to the customer.
- Proactive follow-up with Sales and Customer on pending activities preferably on the phone.
- Ensure effortless customer experience on the phone.
- 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.
- Our main activities can cover such processes 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
Service Management & Continuous Improvement
- Manage and maintain Stakeholder 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 the Account Managers, customers and internal business partners through the provision of timely, accurate and high quality service.
- Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
- Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
What You will need to be successful
- Previous experience in customer service skills in a telephone environment and or in a customer services environment preferred.
- Must demonstrate a strong understanding of customers’ needs / behaviours
- Excellent written communication skills and ability to build effective working relationships
- Strong time management and organisation skills
- Highly motivated
- Experience in using SAP, Excel and/or Salesforce is an advantage
At bp, we provide the following environment & benefits to you
- Different bonus opportunities based on performance, wide range of cafeteria elements
- Life & health insurance, medical care package
- Hybrid working arrangement aligned with team arrangements and business needs
- Opportunity to build up long term career path and develop your skills with wide range of learning options
- Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules
- Family friendly workplace e.g.: Extended parental leave, Mother-baby room
- Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
- Possibility to join our social communities and networks
- Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.
Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.
Travel Requirement
No travel is expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills:
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Legal Disclaimer:
We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
