Customer Service Representative - Spanish Speaker in Hungary

LOCATION:


Job profile summary:

JOB PURPOSE

The Customer Service Representative (CSR) role exists to provide first and second line customer support to telephone and written enquiries from external and internal Customers and Stakeholders in accordance with agreed service levels. The person in this 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 also focusing on problem solving and seeking for the best solution always are key for this role to generate a satisfied and positive customer experience.

KEY RESPONSIBILITIES

Functional

  • Execute day to day customer service related operational tasks to ensure the service meets CM1 customer expectation 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 CM2 customers, from the BP Business and third parties. These CM3 customers belong to the Fuel Business: Cards, Retail and/or Wholesale. The Business model can vary from direct to indirect partnership, including working with agents, distributors, occasionally end Customers and third party service providers.
  • Interact with CM4 external and internal customers in a professional, friendly and efficient manner and provide customer service via phone, fax and email to support one or more activities subject to the customer service area covered:
    • build effective relationships and work in a close co-operation with the Sales Support colleagues, logistics department and all the stakeholders
    • support other Business Segments like Pricing, Sales and Finance by providing relevant reporting
    • proactively provide accurate and timely information to Stakeholders in a written form
    • understand and mitigate possible risks in the processes to prevent customer complaints
    • support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of Stakeholder inquiries / issues
  • 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.
  • Ensure effortless customer experience on the phone.
  • Log, assign and track 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.
  • Our main activities can cover such processes as: customer set up and maintenance, order management, dispute management, pricing and rebate set up, credit and debit notes creation , portal support, error handling and billing block/unblock

Service Management & Continuous Improvement

  • Manage and maintain Stakeholder 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 the Account Managers, customers 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.

PREVIOUS EXPERIENCE

  • Educated to A Level standard or equivalent.
  • Minimum of 6 months previous experience in customer service skills in a telephone environment and or in a customer services environment preferred.

ESSENTIAL CRITERIA

  • Must demonstrate a strong understanding of customers needs / behaviours
  • Excellent written communication skills and ability to build effective working relationships
  • Strong time management and organisation skills
  • Highly motivated
  • Experience in using SAP, Excel and/or Siebel is an advantage

KEY COMPETENCIES

Inbound Document Management - 2

Sales Order Management 2

Sales & Marketing Operations - 3

Data Management & Control - 3

Customer Service Delivery Excellence - 2

Business & 3rd Party Systems Knowledge - 1

Influencing Ability & Negotiation - 1

Data Gathering & Analysis - 3

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Job profile summary:

Responsible for providing proactive assistance to the Customer Service team with a variety of administrative activities to help support operationally excellent customer service for internal and external business partners. The K level for this position is based on complexity of accountabilities including breadth and/or depth of knowledge and skills required.



Job Advert:

Discover how our diverse, talented people are leading the way in making energy cleaner and better and how you can play your part in our world-class team.

Join our team and advance your career as a
Customer Service Representative Spanish Speaking


If you join our Customer Service team, you may have the following responsibilities:

  • Execute day to day customer service-related operational tasks 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
  • Maintaining customer and material master database
  • Managing customer requests and queries
  • Logging, assigning, tracking progress of complaints & claims from receipt to completion
  • Interacting with customers and stakeholders in a professional, friendly and efficient manner
  • Facilitating the invoicing process
  • Ensuring a smooth invoicing process by setting up the right vendor and master data
  • Ensuring smooth sales process by entering the right customer orders of our ca. 85.000 products
  • Maintaining our reputation by your professional and helpful attitude towards our customers
  • Being the face and voice of one of the largest global energy company


In the Spanish Customer Service Representative role we have the following requirements:
  • Fluency in Spanish and at least intermediate English
  • Flexible, motivated personality
  • Relevant experience in the field of Customer Service or in SSC environment is an advantage but fresh-graduates are also welcomed
  • Bachelors degree or equivalent experience is required


At BP we provide the following environment & benefits to you:
  • A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the mindset of giving back to our environment are highly valued
  • Possibility to join our social communities and networks
  • Chill-out and collaboration spaces in a modern office environment
  • Learning opportunities, language courses and other development opportunities to shape and advance your career path
  • Different bonus opportunities based on performance, wide range of cafeteria elements
  • Life & health insurance, medical care package
  • Company laptop
  • Phone for private usage
  • Opportunity to work from home: up to 2 days / week based on team agreement


We are a global energy business, involved in every aspect of the complex energy system that drives our world. Todays growing world is demanding more energy, as well as a path to a low carbon future. For more than 100 years, the people of BP have been adapting to the worlds ever-changing demands. At every turn, were improving how we deliver heat, light and mobility to help people everywhere keep advancing.

In Hungary, we operate BPs Global Business Services organization which is an integrated part of BP. Our people want to play their part in solving the big complex challenges facing our world today and, guided by our BP values, are working to help meet the worlds need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions providing solutions across all of BP. Join our team, and develop your career in a supportive, forward-thinking environment, as we keep advancing together.



About BP:

We are a global energy business involved in every aspect of the energy system. We have 75,000 employees in 80 countries, working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and be part of what we can accomplish together.

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