Overview
Complete day to day customer service-related operational tasks to ensure delivery meets customer expectations 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 a partner concern 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. These customers will include retail fueling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
Take ownership and resolve raised verbal and written customer issues.
Raise activities that are not actioned by assignees.
Provide customer service via the internet, phone, fax and email to support activities including:
Account set-up, allocation and delivery issues.
Order processing and order fulfilment.
Sales order tracking.
Supervise supply outages and react accordingly for incoming and existing orders.
Retail marketing programme information, policy and product fulfilment.
Retail site experience complaints, fuel quality claims, site locator etc.
Complaint resolution, identification and management of complaint root causes.
Log, assign and supervise progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
Support GBS activities through immediate triage, partner concern (high risk customer issues – financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Requirements
Educated to A Level standard or equivalent
C1 level of German language knowledge
Previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
Demonstrate a proven understanding of customers’ needs / behaviours
Excellent written/oral communication skills and ability to build effective working relationships
Strong time management and organisation skills
Strong problem-solving skills
Highly motivated
Experience using SAP and/or Siebel and MS Office application
This position is a hybrid of office/remote working
About bp Finance Business & Technology (FBT)
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 big 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 big 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!
