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Senior Customer Service Representative

Senior Customer Service Representative

  • Location Hungary - Central - Budapest
  • Travel required No
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 136212BR
  • Experience level Entry
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Job summary

The Senior Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

Senior Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

JOB PURPOSE

The Senior Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

Senior Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.


KEY ACCOUNTABILITIES

Functional

Execute 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 deep understanding of specific key account customers, processes / systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

  • Take ownership and resolve escalated telephone and written customer issues.
  • Escalate activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax and email to support activities including:
  • Account set-up, allocation and delivery issues.
  • Order processing and order fulfilment.
  • Sales order tracking.
  • Monitor supply outages and react accordingly for incoming and existing orders.
  • Retail marketing programme information, policy and product fulfilment.
  • Retail site experience complaints, fuel quality claims, site locator etc.
  • Complaint resolution, identification and management of complaint root causes.

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.

PREVIOUS EXPERIENCE

Educated to A Level standard or equivalent
Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers


REQUIRED SKILLS/EXPERTISE

Must demonstrate a strong understanding of customers’ needs / behaviours
Excellent written/oral communication skills and ability to build effective working relationships
Strong time management and organisation skills
Strong problem solving skills
Highly motivated
Experience using SAP and/or Siebel and MS Office application

Languages
LanguageReadingWritingSpeaking
EnglishC1C1C1
Language of business being supportedC1C1C1

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