Senior Retail Support Representative - German speaking (Fixed-Term)

Entity:
Finance

Job Family Group:
Business Support Group

Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

About the role

FBT Europe supports all interactions with business to business (B2B) customers, intermediaries, fuel card customers and end consumers (known as "Business to Consumer" (B2C). Customer contacts will vary from phone, fax, email, written requests and communications

Key Accountabilities

• First point of contact for BP telephone and/or any written form of enquiries from both new and existing customers and partners
• Understanding of specific processes / systems enabling efficient support
• Interact with customers / partners in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines
• Log, assign, supervise progress and take ownership of customer queries and requests from receipt to completion, recording progress of these on a regular basis
• Ensure timely and accurate data entry, storage, retrieval, maintenance and updates while maintaining data security
• Manage performance against key performance metrics (customer satisfaction, first call resolution, service level compliance, transactional accuracy etc.)
• Deliver accurate information to both business customers and support teams through the correct use of all information technology systems
• Support and maintain databases and contract management tools end-to-end
• Carry out Retail specific financial tasks, pricing and reporting activities on a regular basis
• Log and follow-up incidents in the Incident report
• Service Management & Continuous Improvement
• Identify efficiencies that drive optimization, continuous improvement and operational excellence. Support the development of a continuous improvement culture.
• Participate in projects providing process input to project management ensuring that outcomes meet operational capability.
• Support Team Leads through the issue of critical operational / commercial and performance issues.
• Align with BP HSSE Policies as detailed in the BP employee handbook
• Enforce with the tasks outlined in the QMS Systems of FBT Europe
• Additional responsibilities as required by the business e.g. but not limited:
• Systems testing
• Coaching
• Training
• Analyze customer and vendor accounts to ensure accuracy and completeness.
• Allocate incoming payments to the correct accounts and invoices.
• Investigate and clarify unresolved disputes with customers or vendors, ensuring timely resolution.
• Collaborate with internal teams to support payment-related queries and issues.
• Maintain up-to-date records of account activities and reconciliations.
• Assist in preparing reports and summaries for management review.
• Contribute to process improvements and standards in account management.

Requirements

• Relevant degree / certification or equivalent experience required
• Ability to understand of the business requirements and strategy
• Minimum 2 years previous experience in a business support environment
• Fluency in English and country specific languages.
• Must demonstrate high level of proficiency in Microsoft Packages (Excel & Word) and show an intermediate level skills for CRM systems/applications
• Strong time management and organization skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Result-oriented personality and capability to overcome obstacles
• Capability to work in a team or individually if required
• Ability to keep deadlines whilst under pressure without compromising accuracy
• Highly motivated
• Exhibit good teammate characteristics, constructive communication and active listening skills at all times.

Why join our Team?

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 crafting an inclusive environment in which everyone is respected and treated fairly.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

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 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.