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Customer Service Team Leader - German Speaking

Customer Service Team Leader - German Speaking

  • Location Hungary - Central - Budapest
  • Travel required No
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 129032BR
  • Experience level Intermediate
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Job summary

We are a global energy business involved in every aspect of the energy system. We have 75,000 employees in 80 countries, 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.

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!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?

Join our Global Business Services function Team and advance your career as a

Customer Service Team Leader - German Speaking!


Customer teams are dealing with sales support processes, account management, order taking, invoicing, cash collection, pricing, service request management and supply chain management activities.

In this role You will:
  • Adhering with the tasks outlined in the EMS/QMS Systems of EBSC
  • Managing a team of Customer Service Representatives
  • Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel). Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioral changes
  • Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Provide first level escalation for any issues raised by the team
  • Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation
  • Ensure processes are embedded & adhered to consistently throughout the team
  • Run and analyse the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers
  • Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
  • Develop and control processes and procedures to the BSC’s standards
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Conduct half yearly and annual appraisals with direct reports
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Develop a team environment that supports continuous improvements & promotes the BSC culture
We have the following requirements:
  • Bachelors degree or equivalent
  • Fluency in German and English languages
  • Extensive and relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
  • Experience of working in Hungary or of working with Hungarian customers is desirable
  • Proven experience in coaching and leading a team
  • Strong relationship management skills
  • Able to meet tight deadlines for both internal and external customers
  • Able to consistently review and adapt approach and style to meet ever changing requirements
  • Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work to ensure deliverable deadlines are met
  • Able to build contingency plans into daily work to deal with unforeseen circumstances to minimise potential problems
  • Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
At bp, we provide the following environment & benefits to you:
  • A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
  • Possibility to join our social communities and networks
  • Chill-out and collaboration spaces in a stylish office environment
  • Learning opportunities, other development opportunities to craft your career path
  • Different bonus opportunities based on performance, wide range of cafeteria elements
  • Life & health insurance, medical care package
  • Company laptop
  • Phone for private usage
  • Opportunity to work from home: up to 2 days / week based on team agreement

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