Spanish and Portuguese speaking Senior Customer Service Representative

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 service, resolving sophisticated inquiries, and contributing to overall customer satisfaction. You will use your strong communication and analytical skills to address customer needs efficiently and effectively, while also finding opportunities for process improvement.

In this role You will

Serve as a primary point of contact for sophisticated customer inquiries, complaints, and requests, resolving issues promptly and professionally.

Apply sophisticated analytical thinking to troubleshoot problems, identify root causes, and provide effective solutions to customers.

Apply agility core practices to adapt to changing customer needs and business priorities, ensuring efficient service delivery.

Identify and propose business process improvement opportunities to enhance the customer experience and operational efficiency.

Demonstrate strong commercial competence by understanding customer value and contributing to positive business outcomes.

Communicate clearly, concisely, and empathetically with customers across various channels, adapting communication style as needed.

Effectively manage and de-escalate customer conflicts, maintaining a professional and composed demeanor.

Leverage creativity and innovation to develop novel solutions and approaches to customer challenges.

Champion customer-centric thinking in all interactions, ensuring customer satisfaction is the top priority.

Expertly handle a wide range of customer enquiries, providing accurate information and guidance.

Maintain resilience in a fast-paced environment, effectively managing stressful situations and maintaining a positive attitude.

Practice self-awareness to understand personal impact on customer interactions and continuously improve service delivery.

Demonstrate sustainability awareness and a commitment to responsible business practices in all customer engagements.

Apply understanding of emotions to empathize with customers and tailor responses accordingly.

Effectively manage and prioritize workload to meet service level agreements and customer expectations.

What You will need to be successful

Proven experience in a senior customer service role, preferably within a sophisticated organizational environment.

Demonstrable understanding and application of agility core practices.

Exceptional analytical thinking and problem-solving abilities.

Strong track record of identifying and contributing to business process improvement initiatives.

Solid commercial competence with an understanding of business objectives and customer value.

Outstanding verbal and written communication skills.

Demonstrated ability in conflict management and de-escalation techniques.

A creative and innovative approach to problem-solving.

Deep understanding and application of customer-centric thinking.

Extensive experience in handling diverse customer enquiries.

High level of resilience and ability to perform under pressure.

Strong self-awareness and commitment to continuous personal development.

Awareness of sustainability principles and their application in a business context.

Excellent emotional intelligence and ability to understand and respond to customer emotions.

Superior workload prioritization and time management skills.

Spanish and Portuguese language knowledge

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