Senior Customer Service Representative for bp (with Spanish and Portuguese language)
Via agency · euJobs HR-Group
Contact centre agentEnquiry clerkFull-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 and service level agreements
- 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
- Triage and escalate high-risk customer issues, including financial, legal or reputational concerns
- Manage customer expectations against agreed service levels and build strong relationships
- Identify knowledge gaps and process inefficiencies, recommend improvements and support user acceptance testing
Conditions & benefits
Professional DevelopmentThe opportunity to support key customers and manage a varied range of customer enquiries.Operational ExposureExposure to customer service operations across retail, commercial and strategic accounts.System EnhancementsInvolvement 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
- Spanish and Portuguese 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