Requirements: English, German
Company: BP Energy
Region: Budapest , Budapest
Entity: Finance Job Family Group: Business Support Group Job Description: As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, were home to a range of brands across many areas of our industry.Were investing in todays energy system and helping build out tomorrows.So while were still in oil and gas, over the next decade well become a different kind of energy company. Were decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too working across our industry to improve peoples lives. 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), youll be fully connected into the world of bp. Youll 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. Theres 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, were with you. 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 Customer Team and advance your career as a Senior Customer Service Representative- German Speaking Customer teams are dealing with sales support processes, account management, order taking, invoicing, cash collection, pricing, service request management and supply chain management activities. 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 a critical issue 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 fuelling 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 telephone 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, order fulfilment and tracking. Monitor 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 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. 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 partn6ers through the provision of timely, accurate and high quality service. Highlight process gaps and inefficiencies; proactively seek solutions to inspire 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: Proficiency in English and German languages Bachelors degree or equivalent experience in customer service/order management/other logistics area Relevant customer service experience in a telephone environment and/or Business Service Center environment Experience in using SAP and/or Siebel and MS Office application Senior stakeholder management skills Excellent written/oral communication skills and ability to build effective working relationships Understand complexities of the shipping, Marine a