Senior Customer Service Representative- Romanian Speaking

We are a global energy business involved in every aspect of the energy system. We are 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. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero. 

In Hungary, we operate bp’s 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 world’s 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 an encouraging, forward-thinking environment!

Would you like to discover how our diverse, hardworking 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 an

Senior Customer Service Representative- Romanian Speaking

In this role You will:

• Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values
• Leverage deep understanding of specific key account customers, processes / systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include industrial and automotive Castrol customers
• Interact with customers in a professional, friendly and efficient manner and advance concerns about meeting service levels or deadlines.
• Proactively resolve Key Account customer issues (working with other teams as appropriate):
• Take ownership and resolve escalated telephone and written customer issues.
• Advance activities that are not actioned by assignees.
• Provide customer service via the internet, phone and email to support activities including:
• Order processing and order management.
• Sales order tracking.
• Supervise supply outages and react accordingly for incoming and existing orders.
• Back-order management and general customer query management.
• Complaint resolution, identification and management of complaint root causes.
• 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.
• Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
• Manage and maintain customer expectations
• Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

What You will need to be successful:

• College or equivalent  education
• Proficiency in Romanian and English languages
• Minimum of 12 months previous experience customer service skills in a telephone environment and/ or customer services environment preferred, ideally dealing with Key Account Customers
• Demonstrated, solid 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 and MS Office application