Lead Customer Service Representative - Dutch speakig

Entity:
Finance

Job Family Group:
Business Support Group

Job Description:

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 Lead Customer/Business Service Representative (LCSR/LBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting and quality monitoring/coaching within the team.

LCSRs/LBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way in cooperation with the respective Account-, Sales/Segment Managers, third party service providers and project teams, where applicable. LCSRs/LBSRs are also accountable for high value customers and both for internal and external customer critical issues, for the end-to-end customer experience and critical process handling. LCSRs/LBSRs are supporting the Team Leader by handling certain operative management tasks: preparing analysis and reporting in case of issues, quality monitoring and coaching in the team and being a back-up to the Team Leader in case of their absence.

In this role You will
Functional

The LCSR/LBSR contributes positively to the team's achievement and perfection in day to day customer service related operational tasks by ensuring that

• the service provided meets customer expectations,
• it is consistent with the set process performance indicators, applicable service level agreements,
• it meets the teams' and Business' targets,
• it complies also with the customer service functions' core values.

The LCSR/LBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. They exhibit strong teammate characteristics, demonstrates leadership skills by employing assertive communication and active listening at all times. The LCSR/LBSR is also responsible for improvement of processes with an impact on customer satisfaction, also reflecting on Business' needs. It is their responsibility that the team is advised about major process changes and acts as a focal point in case of projects related to their team and daily operations.

Leverage deep understanding of specific customers, Business processes / systems, and acts as first point of escalation for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties. These customers/Partners belong to the Car&Van, Truck&Bus segments of the European Cards Business; they are the Account Managers and re-sellers of the B2B Sales and Fuel Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries.

The LCSR/LBSR interacts with customers/Partners in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines. They also support the development and continuation of sound working relationship with key partners, customers and external service providers.

Proactively resolve customer issues (working with other teams as appropriate):

• Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
• First point of contact in case of 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:

• Prospect handling and Customer set-up, where applicable.
• Enable timely and accurate card issuance, invoicing, customer master data handling in the Cards Business.
• Ensure that data is accurately entered and maintained in all Customer Service and Data Collection systems.
• Price, rebate and bonus management in the Cards Business.
• In case of the Fuels Business, supporting other segments like Pricing, Sales and Finance by providing relevant and timely reporting.
• Supervising payment transactions: settling shipping notes for customers in the Fuels Business area
• Complaint handling: including accurate logging, resolving and providing feedback to the customer
• Ensuring processes are embedded and adhered consistently throughout the team.
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone.
• Taking part in Business calls and communications as assigned by the Team Leader; acting as a Team Leader back up in their absence in the communications.
• Deep understanding and insight into their and the team's customer portfolio - generated volume, behaviours, risks.
• Ensure effortless customer experience on the phone by coaching and mentoring team members regarding specific issues and processes.
• Performing email spot checks for quality purposes.

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. Distribute cases as needed to individual team members for supporting prioritization and accelerate processing them.

The LCSR/LBSR provides support for new joiners during on the job training period and is responsible for reviewing the team's training plan and SOPs on a regular basis.

Support FBT standards 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 and support the team to achieve the same. The LCSR/LBSR also supports the development of a team environment, which reinforces continuous improvement.

Make recommendations on existing knowledge base documents and identify knowledge gaps.

Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided. The LCSR/LBSR also cooperates with other teams within their area to ensure that the overall operational objectives are met.

The LCSR/LBSR supports all FBT and Cards related projects in a timely and accurate manner. they acts as first point of contact in case of projects related to daily operations. Performing user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution is part of this role.

The LCSR/LBSR also needs to dedicate some of their work time, in agreement with the Team Leader, to self-development and trainings.

What You will need to be successful

• Educated to A Level standard or equivalent
• Minimum of 24 months previous experience customer service skills in a telephone environment and or customer services environment preferred.
• Fluent in English and Dutch
• 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
• Strong problem solving skills
• Highly motivated, proactive attitude
• Experience in using SAP and/or Siebel and MS Office application (strong Excel skills are required fro the Fuels Business)

At bp, we provide the following environment & benefits to you

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Hybrid working arrangement aligned with team arrangements and business needs
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Celebrate in bp's success. You may be eligible to join bp's Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules
• Family friendly workplace e.g.: Extended parental leave, Mother-baby room
• Employees' wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
• Possibility to join our social communities and networks
• Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment

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:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.