Lead Customer Service Representative

Beschreibung:

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 Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

In this role You will

* Coordinate and organise the operation of the Global Aviation Customer support worldwide - except ANZ countries.
* Support the Team in case of non-account managed Sterling-Card Accounts (business calls, issues, sophisticated cases, old items)
* Ensure the maintenance of the new Account set-up in Appian and MDG systems, including Counterparty Due Diligence check, Credit Limit check, Contract and Mandate management via Docusign
* Coordinate and control the case management via Salesforce and ensure the proper handover between relevant FBT Aviation Teams (MDM, Collection).
* Supervising the volumes, backlog items, old items, SLAs in Salesforce
* Support the TL with monthly reporting and data analysis.
* Lead the annual card renewal management.
* Working together with business partners - Marketing team, Customer Excellence, FBT partners - MDM, Credit, Cash Collection, CX, Transformation, CDD team with representing the team in the calls, adding professional support and knowledge to the ongoing projects and daily operation
* Professional support to the Business Squads and external business partners
* Lead the organisational change management in case of any new transition, standardization, and simplification.
* Supporting Aviation business with automation, simplification, and standardisation projects (e.g. discovery, design, testing, operation)
* Supporting the Team and TL with extra/ad-hoc requests above and beyond the daily operational lead activities
* Provide professional and efficient customer service consistent with the set Key Performance Indicators, Service Level Agreements and Customer Service function's core values
* Raise activities that are not actioned by assignees and any high-risk customer issues (financial, legal, reputation)
* Contribute positively to achieving individual, team and organisational targets
* Providing support for new joiners during the on-the-job training period, review of training plans
* Reflecting to business needs suggesting new insights on process improvement
* Ensuring that team is advised about major process changes

What You will need to be successful

* Experience customer service skills in a telephone environment and or customer services environment preferred
* CRM/ MDG/ ARAVO/ Docusign/ Appian related experience
* Experience using SAP and/ or Salesforce/ Genesys Cloud and MS Office application
* Deep understanding and proven experience on the Agile Frameworks, Tools & Techniques
* Project Management: risk management, influencing ability & negotiation, communication
* 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
* Highly motivated
* Proficiency in English
* Proven experience in problem solving and project management
* Reporting and analytics of MI
* Excellent partner engagement and communication skills
* Strong influencing skills at all levels of the organisation
* Ability to work under pressure
* Have a clear understanding of how the business works and a commercial attitude
* Understanding of CI principles and ability to apply and drive solutions
* Self-motivated and able to see activities through to completion
* Excellent organisational and time management skills
* Strong attention to detail

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 RequirementNo travel is expected with this role

Relocation Assistance:This role is not eligible for relocation

Remote Type:This position is a hybrid of office/remote working

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