Senior Customer Service Representative- French Speaking

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

We are a global energy business involved in every aspect of the energy system. We are 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 complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.

In Hungary, we operate bp's Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the complex challenges facing our world today and, guided by our bp values, are working to help meet the world's need for more energy while lowering carbon emissions. 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!

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 Szeged Team and advance your career as a

Senior Customer Service Representative- French Speaking

Provides first and second line customer support to telephone and written enquiries from external and internal Customers and Stakeholders in accordance with agreed service levels. The person in this position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

The role holder is required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior Customer Facing CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

In this role You will:

• Complete day to day customer service-related operational tasks to ensure the service meets customer expectation and is consistent with set process performance indicators, applicable service level agreements, and the customer service function core values.
• Leverage deep understanding of specific key account customers, processes / systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties.
• Interact with external and internal customers in a professional, friendly and efficient manner
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve raised telephone and written customer issues.
• Proactively follow-up with Sales and Customer on pending activities preferably on the phone.
• Ensure effortless and quality customer experience
• Manage and maintain Stakeholder and customer expectations, referencing pre-established service level agreements where applicable
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Highlight process gaps and inefficiencies; proactively seek solutions to inspire efficiency and / or level of service provided.

What You will need to be successful:

• Fluency in English and French (preferred)
• Educated to High School (or College) standard or equivalent.
• Minimum of 12 months previous experience in customer service or a telephone environment preferred.
• Solid understanding of customers' needs / behaviours
• Excellent written communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Experience in using SAP, Excel and/or Salesforce is an advantage

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
• 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 2023 Award (SSC / BSC sector) third 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:

Relocation may be negotiable for this role

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 disabilities may request a reasonable 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 accommodation related to the recruitment process, please contact us to request accommodations.

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.

Grade J Responsible for providing customer service support to help to ensure maximum customer satisfaction, assisting the team in providing a communicative link between our products/services and our customers and building an accurate understanding of the customer's needs and expectations.