Senior Lead Retail Support Representative- German Speaking

Entity:
Finance

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.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you'll be fully connected into the world of bp. You'll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There's a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we're with you.

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

Senior Lead Retail Support Representative- German Speaking

The role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting, and quality monitoring/coaching within the team.

In this role You will (be):

• Contributing 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.
• Demonstrate in-depth process knowledge, system expertise, professional and proactive approach during the execution of daily operational tasks
• Leverage deep understanding of specific customers, processes / systems, and acts as first point of escalation for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties
• Proactively resolve customer issues (working with other teams as appropriate):
  • Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
  • First point of contact in case of escalated telephone and written customer issues.
  • Raise activities that are not actioned by assignees.
• Provide support for new joiners during on the job training period and is responsible for reviewing the team's training plan and SOPs on a regular basis.
• Support FBT standards through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable and support the team to achieve the same
• Supports all FBT and Cards related projects in a timely and accurate manner

What You will need to be successful:

• Educated to A Level standard or equivalent
• Minimum of 3 years previous experience customer service skills in a telephone environment and/ or customer services environment preferred.
• Fluency in English AND German
• A strong understanding of customers' needs / behaviors, high customer centricity and deep business sense
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organization skills
• Experience using SAP and/or Salesforce and MS Office application

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 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

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!

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.