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

The Senior Customer Service Representative (CSR) role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

CSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. Not only process orientation but focusing on problem solving and always seeking for the best solution are key for this role to generate a satisfied and positive customer experience.

In this role You will

• Complete day to day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.
• Leverage end-to-end understanding of specific processes / systems of own area, and act as the first and second point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties. These customers belong to the Car&Van, Truck&Bus segments of the European Cards 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
• Interact with customers in a professional, friendly and efficient manner and provide customer service via phone, fax and email to support activities including:
• Prospect handling and Customer set-up.
• Enable timely and accurate card issuance, invoicing, customer master data handling
• Price and rebate management.
• Complaint handling: including accurate logging, seeking for the best solution, resolving and providing feedback to the customer
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone.
• Build effective relationships with respective Partners in the Business by: continuous and proactive exchange on business activities, customers, setting priorities, give and receive feedback.
• Ensure effortless customer experience on the phone

What You will need to be successful

• Educated to A Level standard or equivalent
• Minimum of 6 months previous experience customer service skills in a telephone environment and or customer services environment preferred.
• Proficiency 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
• Highly motivated
• Intermediate knowledge of MS Office application
• Experience using SAP and/or Siebel is an advantage

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. 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.