Customer Care & Support Advisor - German and English Speaking - Rotating shift (Entry level)

Entity:
Customers & Products

Job Family Group:
Business Support Group

Job Description:

As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we're home to a range of brands across many areas of our industry. We're investing in today's energy system and helping build out tomorrow's. So while we're still in oil and gas, over the next decade we'll become a different kind of energy company. We're decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too - working across our industry to improve people's lives.

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.

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 Customer Care Team and advance your career as a

Customer Care & Support Advisor - German and English Speaking - Rotating shift

(Entry level)

In this role You will:

• Be the first line of support for EV customers and charge point hosts across multiple channels including telephone, email, live chat, and social media
• Champion bp pulse products and services by staying up to date on developments in our market-leading charging network
• Manage, monitor, and respond to customer inquiries including complex or sensitive cases, while ensuring compliance with data privacy and reporting protocols
• Play a key role in supporting our expanding global customer base in the EV ecosystem, across B2C, B2B and Demand Partners
• Provide specialized support services including account deletion, processing receipts and refunds, and responding to social media inquiries
• Manage your own caseload of customer interactions, ensuring exceptional service quality
• Investigate and resolve customer dissatisfactions and complaints in a timely and compliant manner
• Use multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions
• Interact with customers in German and English language

What You will need to be successful:

• Proficiency in German and English language
• Excellent communication skills
• Flexibility and resilience to manage evolving processes and workload
• Strong multitasking ability to manage customer interactions and administrative tasks efficiently
• Good problem-solving skills
• Ability to work independently and in a team across a hybrid or hub setup
• Ability to work afternoons and weekends from time to time
• Experience using CRM platforms like Salesforce and telephony tools like Amazon Connect is good to have

At bp, we provide the following environment & benefits to you:

• Shift allowance in addition to base salary for afternoon, night, and weekend working patterns
• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 2 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 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
• 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 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

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.

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:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.