Entity:
Finance
Job Family 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.
The Senior Customer/Business Service Representative (SCSR/SBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers, as well as Partners, in accordance with the 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.
SCSRs/SBSRs 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. The role holder should enable high quality Customer Service activities in a speedy and efficient way. SCSRs/SBSRs are accountable for high value customers, for end-to-end customer issues / complaints, their resolution and ownership, delivering high customer experience and be the focal point for critical processes.
Functional
Proactively resolve customer issues (working with other teams as appropriate):
Provide customer service via phone, fax and email to support one or more activities subject to the customer service area covered:
Main activities can cover processes such 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
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.
The SCSR/SBSR provides support for new joiners during on-the-job training period and provides feedback on the new joiner’s training progress.
The SCSR/SBSR is also responsible to update/create SOPs whenever it’s needed.
Support GBS standards through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
Service Management & Continuous Improvement
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
Relocation Assistance:
Remote Type:
Skills:
Legal Disclaimer:
We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.