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

The Senior Customer Service Representative (CSR) role is designed to provide first and second-line support for telephone and written inquiries from external Key Customers, internal Customers, and other Consumers, in alignment with agreed service levels. This position is responsible for ensuring all Customer-facing queries are addressed promptly, accurately, and with the highest level of Customer satisfaction.

Senior Customer-Facing (CF) CSRs are expected to have a comprehensive understanding of all Customer Service processes to achieve a high rate of first-contact resolution. They are also responsible for effectively managing Customer expectations through various communication channels. As the first point of contact for bp telephone-based inquiries from Key Customers, Senior CF CSRs play a pivotal role in delivering exceptional service and maintaining strong Customer relationships.

In this role You will

Complete daily Customer service operational tasks to ensure delivery meets Customer expectations, aligns with set performance indicators, follows service level agreements (SLAs), and reflects the core values of the Customer service function.

Act as an issue point for verbal or written inquiries from external Customers, Consumers, internal Customers from the bp Business, and third parties, demonstrating deep understanding of specific Key Account Customers, processes, and systems.

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.

Raise activities that are not actioned by assignees.

Provide Customer service via phone, email and other online channels to support activities including:

Global Customer support worldwide - except ANZ countries

Being the first point of contact in case of non-account managed Sterling-Card Accounts

New Account set-up in Appian and MDG systems, including Counterparty Due Diligence check, Credit Limit check, Contract and Mandate management via DocuSign

Case management via Salesforce and ensure the proper handover between relevant FBT Aviation Teams (MDM, Collection)

Contributing to the risk mitigation via call back process

End to end Contact data management

Card Order processing with misfuel prevention and embossing

Card renewal management and maintenance

Contributing to the taxes and fee document update on the relevant portal

Supporting Aviation business with automation, simplification, and standardization projects (e.g. discovery, design, testing, operation)

Complaint resolution, identification and management of complaint root causes

Representing the Team in the Business calls, providing input for the end to and process discoveries and projects

Supporting new joiner trainings with professional knowledge transfer

Supporting the Team and TL with extra/ad-hoc requests above and beyond the daily operational activities

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 / issues.

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 center technology and systems to help ensure effective enhancement execution.

What You will need to be successful

Educated to A Level standard or equivalent

Previous experience Customer service skills in a telephone environment and or Customer services environment preferred, ideally dealing with Key Account Customers

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

Experience using SAP and/or Salesforce/Genesys Cloud and MS Office application

Advantage: CRM/MDG/ARAVO/Docusign/Appian related experience

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