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.
In Hungary, we operate bp’s Global Business Services organization which is an integrated part of bp. 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 P&C Team and advance your career as an
Senior Customer Service Representative
In this role You will:
Execute day to day customer service related operational tasks to ensure the service meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
The SCSR/SBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. The SCSR/SBSR is also responsible for improvement of processes with an impact on customer satisfaction.
Leverage deep understanding of specific customers, processes / systems, and act as an escalation point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties.
Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.
Provide customer service via the internet, phone, fax and email to support one or more activities subject to the customer service area covered:
• Prospect handling and Customer set-up
• Enable timely and accurate card issuance, invoicing, customer master data handling
• Price and rebate management
• Complaint handling: including accurate logging, resolving and providing feedback to the customer
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone, proactive flagging of the gaps in a particular process, provide subject matter expertise and resolution for a complex quality issue, ensure SLA is maintained
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.
Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
Support of GBS and Cards related projects in a timely and accurate manner.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
We have the following requirements:
• Minimum of 12 months previous experience customer service skills in a telephone environment and/ or customer services environment preferred.
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
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
Wide range of cafeteria elements
Life & health insurance, medical care package
Phone for private usage
Opportunity to work from home: up to 2 days / week based on team agreement