Senior Customer Service Representative - Dutch speaking - Fixed-term

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

As a Senior Customer Service Representative at BP BSC KFT, you will be a key point of contact for our customers, providing exceptional support and resolving sophisticated inquiries with efficiency and empathy. You will contribute to a positive customer experience and uphold the company's commitment to service excellence.

In this role You will

• Handle a high volume of sophisticated customer inquiries across various channels, including phone, email, and chat, demonstrating strong Communication skills.
• Effectively resolve customer complaints and conflicts using sophisticated Conflict Management techniques, ensuring customer satisfaction.
• Proactively identify and implement Business process improvements to enhance the customer service experience and operational efficiency.
• Apply Analytical Thinking to understand customer needs, identify trends, and provide data-driven insights for improved service delivery.
• Apply Creativity and Innovation to develop novel solutions for challenging customer situations.
• Demonstrate strong Commercial Acumen by understanding the business impact of customer interactions and service decisions.
• Champion Customer centric thinking, consistently putting the customer's needs at the forefront of every interaction.
• Manage and prioritize a diverse Workload, ensuring timely and effective resolution of all customer issues.
• Exhibit Resilience in handling demanding situations and maintaining a positive attitude under pressure.
• Cultivate Self-Awareness and Understanding Emotions to build rapport with customers and colleagues.
• Stay informed about Sustainability awareness and applying relevant knowledge to customer interactions where appropriate.
• Act as a mentor and guide to junior customer service representatives, sharing guidelines and fostering a collaborative environment.
• Adhere to Agility core practices, adapting to changing priorities and evolving customer needs.

What You will need to be successful

• Proven experience as a Customer Service Representative, preferably in a senior or lead role.
• Fluency in English and Dutch
• Demonstrated ability to apply Agility core practices in a fast-paced environment.
• Exceptional Analytical Thinking and problem-solving abilities.
• Experience in identifying and implementing Business process improvement initiatives.
• Strong Commercial Acumen with an understanding of business operations.
• Excellent verbal and written Communication skills.
• Proven track record in successful Conflict Management.
• A creative and innovative approach to customer service challenges.
• Deep understanding and application of Customer centric thinking.
• Extensive experience in handling diverse Customer enquiries.
• High level of Resilience and adaptability.
• Strong Self-Awareness and ability to understand and manage emotions.
• Awareness of Sustainability principles and practices.
• Excellent Workload Prioritization skills with the ability to manage multiple tasks simultaneously.

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 open to working from any bp location

Skills:

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.