Leírás
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 Team and advance your career as an
Senior Customer Service Representative- Romanian Speaking
In this role You will:
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 functions 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. These customers will include industrial and automotive Castrol customers
Interact with customers in a professional, friendly and efficient manner and advance concerns about meeting service levels or deadlines.
Proactively resolve Key Account customer issues (working with other teams as appropriate):
Take ownership and resolve escalated telephone and written customer issues.
Advance activities that are not actioned by assignees.
Provide customer service via the internet, phone and email to support activities including:
Order processing and order management.
Sales order tracking.
Supervise supply outages and react accordingly for incoming and existing orders.
Back-order management and general customer query management.
Complaint resolution, identification and management of complaint root causes.
Log, assign and track 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, escalation (high risk customer issues – financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Manage and maintain customer expectations
Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
What You will need to be successful:
College or equivalent education
Proficiency in Romanian and English languages
Minimum of 12 months previous experience customer service skills in a telephone environment and/ or customer services environment preferred, ideally dealing with Key Account Customers
Demonstrated, solid 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 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
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!
