Senior Customer Service Representative for bp (with German language)
Via agency · euJobs HR-Group
Contact centre agentEnquiry clerk
Office and call centre supervisorFull-timeBudapest
bp is looking for a Senior Customer Service Representative to provide first- and second-line support to key customers, consumers and internal partners. You will handle telephone and written enquiries with speed and accuracy, working to agreed service levels and maintaining a high standard of customer satisfaction.
Tasks
- Deliver day-to-day customer service in line with customer expectations, process performance indicators, service level agreements and team standards
- Act as a key point of contact for telephone and written enquiries from key accounts, consumers, internal customers and third parties
- Use knowledge of key accounts, processes and systems to resolve enquiries and take ownership of escalated issues
- Support account set-up, allocation and delivery enquiries, order processing, fulfilment and sales order tracking
- Monitor supply outages and coordinate appropriate responses for incoming and existing orders
- Provide information on retail marketing programmes, policies and product fulfilment
- Handle retail site experience complaints and fuel quality claims, and support complaint root-cause identification
- Log, assign and track customer queries through to completion, maintaining accurate records in customer service and data collection systems
- Triage and escalate high-risk customer issues, including financial, legal or reputational concerns
- Manage customer expectations against agreed service levels and build strong relationships with customers and internal business partners
- Identify knowledge gaps and process inefficiencies, recommend improvements and support user acceptance testing for service centre or ERP system changes
Conditions & benefits
Professional growthThe opportunity to support key customers and manage a varied range of customer enquiriesOperations exposureExposure to customer service operations across retail, commercial and strategic accountsCollaborationThe chance to coordinate with business partners and contribute to service improvementsTechnology involvementInvolvement in testing enhancements to service centre technology and ERP systems
Requirements
- Educated to A Level standard or equivalent
- At least 12 months of experience in a telephone or customer service environment; experience with key account customers is an advantage
- German at C1 level and English at B2/C1 level
- Strong understanding of customer needs and behaviours
- Excellent written and verbal communication skills and the ability to build effective working relationships
- Strong organisation, time-management and problem-solving skills
- A proactive, motivated approach and the ability to manage customer issues through to resolution
- Experience using SAP or Salesforce and Microsoft Office applications