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Lead Customer Service Representative - Dutch and English speaking

Lead Customer Service Representative - Dutch and English speaking

  • Location Hungary - Central - Budapest
  • Travel required No
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 142623BR
  • Experience level Intermediate
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Job summary

Responsible for providing customer service support to help to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers and maintaining an accurate understanding of the customer's needs and expectations.

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 Customer Team and advance your career as a

Lead Customer Service Representative – Dutch 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:
  • Contribute positively to the team’s achievement and excellence in day to day customer service related operational tasks by ensuring that:
    • the service provided meets customer expectations,
    • it is consistent with the set process performance indicators, applicable service level agreements,
    • it meets the teams’ and Business’ targets,
    • it complies also with the customer service functions’ core values
  • Is responsible for improvement of processes with an impact on customer satisfaction, also reflecting on Business’ needs
  • Proactively resolve customer issues (working with other teams as appropriate)
  • Distribute cases as needed to individual team members for supporting prioritization and accelerate processing them
  • 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.
  • Cover processes such 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.
  • Take part in Business calls and communications assigned by the Team Leader; act as a Team Leader back up in his/her absence in the communications
What You will need to be successful:
  • Proficiency in Dutch and English language
  • Minimum of 2 years previous experience customer service skills in a telephone environment and or customer services environment preferred
  • Experience in using SAP and/or Siebel and MS Office application (advanced Excel skills are required for the Fuels Business)
  • Senior stakeholder management skills
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Demonstrate a strong understanding of customers’ needs / behaviours
  • Strong time management and organisation skills

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
  • Flexible working schedule: home office up to 3 days / week, based on team agreement
  • Opportunity to build up long term career path and develop your skills with wide range of learning options
  • Family friendly workplace e.g.: Extended paternity 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
  • Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested

bp Hungary won the Most Attractive Employer 2022 Award, based on the PwC annual research. Come and join us!

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