Full-Time Customer Service Representative – French Speaking
Job Description
| Customer Service Representative – French Speaking (Lubes) | |
| 42401BR | |
| Customer Services | |
| Customer Services | |
| Hungary | |
| Budapest | |
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The key purpose of the Customer Service Representative (CSR) role is to respond to B2B customers or B2C consumers relating to BP’s products, services, fuel and marketing operations in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications. The Customer Facing (CF) CSR is 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. CF CSRs are the first point of contact for BP telephone based enquiries. |
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| • First point of contact for BP telephone based enquiries and/or for any written form of enquiries from both new and existing customers and consumers or by internal customers within the BP Businesses. • Supporting the businesses. Working with Account Managers and other Head Office teams to achieve business specific objectives and goals. • Interact with customers in a professional, friendly and efficient manner and to quickly escalate concerns about meeting service levels or deadlines. • Provide a level of customer service consistent with the set KPI’S, Service Level Agreements and Customer Service function’s core values. • Handle all customer and support requests in a professional and timely manner from the first contact through to a satisfactory completion or resolution • Log, assign and track progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis. • Escalate activities that are not actioned by assignees. • Escalate any high risk customer issues (financial, legal, reputation). • Contribute positively to achieving individual, team and organisational targets. • Provide accurate information to both business customers and support teams through the correct use of all information technology systems. • Ensure data is accurately entered and maintained in all Customer Service and data collection systems, minimising errors and resultant financial losses. • Exhibit strong Team Player characteristics, constructive communication and active listening skills at all times. • Display flexibility and adaptability to work with and assist other teams within the organisation. • Develop and maintain a professional working relationship with internal and external stakeholders. • Compliance with BP HSSE Policies as detailed in the BP employee handbook. |
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| • Educated to A Level standard or equivalent • High Level of IT proficiency in Microsoft packages • French language knowledge is a must |
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| • Min. intermediate level of English or Hungarian • Minimum of 12 months previous experience customer service skills in a customer services environment preferred • Must demonstrate a strong understanding of customers’ needs / behaviours • Excellent written/oral communication skills and ability to build effective working relationships |
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| •Relevant Customer Service knowledge. •Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues •Strong time management and organisation skills •Experience working with customers / markets is desirable. •All candidates will have the following (minimum) abilities: – Able to meet tight deadlines for both internal and external customers – Able to consistently review and adapt approach and style to meet ever changing requirements – Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met. – Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems – Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge |
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| Negotiable | |
| No | |
| No | |
| Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of nearly 100,000 employees, BP operates with business activities and customers in more than 100 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
BP’s downstream Refining and Marketing (“R&M”) operations refine, transport, sell and trade crude oil and petroleum products. We refine and process crude oil into usable products, including high-quality gasoline and the chemicals used in everyday items. At service stations, ports and airports around the world, our fuels and motor oils help keep the world in motion. Our Lubricants business is concentrated on the higher margin sectors of automotive lubricants, especially in the consumer sector with a strong presence in the marine and industrial business markets. We supply fuel at about 1,200 airports in 90 countries and we’re also present at about 1,000 ports around the world, to provide fuel and lubricants to cargo ships and other vessels as they come and go. BP’s LPG business operates in the Bottle, Bulk B2C, Bulk B2B, Autogas and Aerosol markets. The Customer Service function within the BSC will be the centre of expertise for BP’s R&M businesses, delivering excellent customer service to our B2B and Consumer markets. The BSC will handle a varied range of Order to Cash and other customer support activities. Our Customer is at the heart of all we do and our customer service employees are responsible for providing excellent customer service on behalf of our European and global businesses. |
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Refining & Marketing |
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