Customer Care & Support Advisor (German Language)

Job Family Group:
Business Support Group

Job Description:

Overall Job Purpose

• You will be the first line of support for EV customers and charge point hosts across multiple channels including telephony, email, live chat, and social media.

• You will handle a diverse range of inbound and outbound communications, resolving queries on first contact while demonstrating empathy and accuracy.

• You will be responsible for supporting the brand's reputation through professional and proactive communication, contributing to the overall customer experience and continuous improvement.

• You will champion bp pulse products and services by staying up to date on developments in our market-leading charging network.

• You will manage, monitor, and respond to customer inquiries including complex or sensitive cases, while ensuring compliance with data privacy and reporting protocols.

• You will 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

• You will also support the onboarding and upskilling of new frontline team members through knowledge sharing where required.

Key Responsibilities & Tasks

• Act as the first line of support for all customer types, identifying needs and resolving queries efficiently and empathetically.

• Manage own caseload of customer interactions, ensuring SLA adherence and exceptional service quality.

• Investigate and resolve customer dissatisfactions and complaints in a timely and compliant manner.

• Raise and liaise with internal teams to ensure case closure and customer satisfaction.

• Respond and educate through social media, review platforms, and public forums to promote understanding of the EV experience.

• Use multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions.

• Ensure data privacy adherence and accurate handling of DSARs or related requests.

• Identifying continuous improvement opportunities through insights and metrics.

• Strong verbal and written communication skills, adaptable for different customer touchpoints

• A positive, proactive attitude with the ability to work collaboratively and independently

• Flexibility and resilience to manage evolving processes and workload

• Competent in managing sensitive customer data securely, including account deletions and refund processes

• Strong multitasking ability to manage customer interactions and administrative tasks efficiently

Dimensions and SMART outcomes

• SLA adherence across all channels supported

• First contact resolution

• Customer Advocacy

• Engagement

• Tone of Voice

Knowledge & Experience

• Experience in managing complex customer service interactions across multiple channels

• Strong background in contact centre operations or service environments

• Experience using CRM platforms like Salesforce and telephony tools like Amazon Connect

• Ability to remain calm under pressure and manage sensitive issues

• Experience in knowledge management or customer communications is desirable

• Experience in training or coaching in a customer service environment

• Comfortable managing customer data securely and in compliance with privacy regulations

• Strong analytical skills and attention to detail

• Experience in reporting and providing data-led insights

• Ability to work independently and in a team across a hybrid or hub setup

Education, Qualifications & Certifications

• Diploma or Degree or equivalent experience in Business Administration, Communications, Information Technology, or related field

• Certification in Customer Service (e.g., ICCM Certified Customer Service Professional, HDI Customer Service Representative)
• Certification in Contact Center Operations or Management (e.g., COPC® Certification) or any relevant qualification

Competency and Behavioral Expectations

• Demonstrate bp pulse and bp values through daily interactions and responsibilities

• Deliver high-quality customer care through resilience, adaptability, and accountability

• Contribute to a collaborative and motivated team culture

• Demonstrate digital fluency and understanding of service center technologies

• Take initiative in problem-solving and continuous improvement

Other

• Language: German & English (written and spoken)

• Willing to work a 12-hour rotating shift pattern across 24/7 operations (noon shift that is 2pm to 2.15pm and a total night shift)

• Willing to work weekends and public holidays, as required.

At bp, we provide the following environment and 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
• Learning opportunities and other development opportunities to craft your career path
• Life and health insurance, medical care package
• And many other benefits.

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

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 Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

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, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.