Job Description

Entity:

Customers & Products

Job Family Group:

Sales Group

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 is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

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.

About the role

The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

Customer Facing (CF) CSRs are 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. CF CSRs are the first point of contact for BP telephone-based enquiries

In this role You will

Functional

The United States is the largest data center market in the world. As Castrol grows, literally tens of millions of liters of cooling fluids will be delivered to hundreds of locations across the country. Ensuring successful deliveries will be a key aspect of customer service and business growth.

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 understanding of specific processes / systems and act as the first and second 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. The key software systems are Salesforce and SAP.

Developing a high skill level with Salesforce will be required for success.

Developing a functional level of navigating SAP to obtain vital information will also be required.

Provide customer service via the internet, phone 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.
• 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 activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

What You will need to be successful

• Educated to A Level standard or equivalent.
• Previous experience customer service skills in a telephone environment and or customer services environment preferred.
• Must demonstrate a strong understanding of customers’ needs / behaviours.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Strong time management and organisation skills.
• Highly motivated.
• Intermediate knowledge of MS Office applications.
• Flexibility to work afternoon shifts (14:00–23:00).

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!

At bp, 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 fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

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:

Business Acumen, Coaching, Commercial Acumen, Commercial performance, Consultative selling skills, customer and competitor understanding, Customer Profitability, Customer promise execution, Customer Training, Customer Value Proposition, Digital Fluency, Internal alignment, Managing strategic partnerships, market, Negotiation planning and preparation, Offer and product knowledge, Offer execution and growth, Partner relationship management, Product Ownership, Sector

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.