Lead Customer Service Representative for bp (with German language)
Via agency · euJobs HR-Group
Contact centre agent
Office and call centre supervisorEnquiry clerkFull-timeBudapest
bp is looking for a Lead Customer Service Representative to deliver high-quality first- and second-line support to external customers, internal customers and stakeholders. You will help ensure enquiries are handled quickly and accurately, while supporting customer satisfaction and the team's service level commitments. Alongside managing complex customer cases and high-value customer relationships, you will coordinate workloads, monitor quality and coach colleagues.
Tasks
- Coordinate day-to-day customer service activity to support service levels, team targets and customer expectations
- Take end-to-end ownership of customer service for the supported area, coordinating activities across teams and following up on pending actions
- Act as a first escalation point for complex telephone and written enquiries, including high-value customers and critical process cases
- Support prospect handling and customer set-up, card issuance, invoicing, customer master data, price and rebate administration, and complaint handling
- Log, assign and track queries and customer requests through to completion, ensuring accurate data in customer service and data collection systems
- Allocate and prioritise cases across team members to support timely processing and workload management
- Monitor service quality through email spot checks and coach colleagues on customer interactions, processes and specific cases
- Support new joiners during on-the-job training and review the team's training plan and standard operating procedures regularly
- Prepare analysis and reports for escalations, identify customer and process risks, and triage or escalate high-risk financial, legal or reputational issues
- Keep the team informed about significant process changes and act as a focal point for projects affecting daily operations
- Identify process gaps and knowledge needs, recommend solutions and contribute to continuous improvement and user acceptance testing
- Support the Team Leader with operational management tasks and provide cover for communications during their absence
Conditions & benefits
Professional developmentThe opportunity to coordinate customer service delivery for a defined customer areaRole varietyA role combining complex customer case ownership with quality monitoring and team coachingStakeholder collaborationThe chance to work with Sales and Segment Managers, service providers and project teamsProject involvementInvolvement in customer service projects, reporting and continuous improvement
Requirements
- Educated to A Level standard or equivalent
- At least 24 months of customer service experience in a telephone or customer service environment
- German at C1 level and English at C1 level
- Strong understanding of customer needs, behaviours, processes and systems
- Excellent written and verbal communication skills, including the ability to engage confidently with customers and stakeholders
- Strong organisation, time-management and problem-solving skills
- A proactive, highly motivated approach and the ability to coordinate work and follow issues through to resolution
- Experience using SAP or Siebel and Microsoft Office applications
- Ability to coach colleagues, share process knowledge and support effective teamwork