Senior Customer Service Representative

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

Senior Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

Functional

* 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's core values. * Leverage deep understanding of specific key account customers, processes and systems and act as a critical issue point of contact for any verbal or written enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals. * Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines. * Proactively resolve Key Account customer issues (working with other teams as appropriate): take ownership and resolve raised telephone and written customer issues, and raise activities that are not actioned by assignees. * Provide customer service via the internet, phone, fax and email to support activities including: * Account set-up, allocation and delivery issues * Order processing and order fulfilment * Sales order tracking * Supervising supply outages and reacting accordingly for incoming and existing orders * Retail marketing programme information, policy and product fulfilment * Retail site experience complaints, lubricant quality claims, site locator etc. * Complaint resolution, identification and management of complaint root causes * 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. * Support FBT activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries and issues.

Service Management & Continuous Improvement

* Manage and maintain customer expectations, referencing pre-established service level agreements where applicable. * Make recommendations on existing knowledge base documents and identify knowledge gaps. * Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service. * Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and/or level of service provided. * Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

* Educated to A Level standard or equivalent * Fluency in English * Previous customer service experience in a telephone and/or customer services environment preferred, ideally dealing with Key Account Customers * Proven understanding of customers' needs and behaviours * Excellent written and oral communication skills and ability to build effective working relationships * Strong time management and organisation skills * Strong problem-solving skills * Highly motivated * Experience using SAP and/or Salesforce and MS Office applications

* Different bonus opportunities based on performance, wide range of cafeteria elements * Life and health insurance, medical care package * Hybrid working arrangement aligned with team arrangements and business needs * Opportunity to build a long term career path and develop your skills with a wide range of learning options * Possible eligibility for bp's Global ShareMatch plan, a non-contractual benefit that 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 * Employee wellbeing programs, e.g. Employee Assistance Program, Company Recognition Program * Possibility to join social communities and networks * Chill-out and collaboration spaces in the 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) for the fourth time in a row at PwC's annual employer research.