Job Description:

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 Customer Team and advance your career as a

Customer Support Specialist- German Speaking

Customer support specialist is intended to provide end to end support to our customers from on-boarding trough the full life cycle of the customer on a given product or products delivering an effortless and best customer experience in all touch points with the customer.

In BP we put the customer in the heart of all what we do and we want to establish our reputation as the best in class regarding customer care for which this position will have a critical role to play to enable the company to achieve it.

In this role You will:

• Take ownership and resolve escalated telephone and written customer issues.

• Escalate activities that are not actioned by assignees.

• Keep the accountability for the customer query or request resolution

• Help with Account set-up, installation and delivery issues.

• Respond to customer queries in a timely and accurate way, via phone, email or chat

• Identify customer needs and help customers use specific features

• Analyses and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• 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 the development and help maintain sound working relationships with key stakeholders, customers and external service providers

• Run and analyse reports

• Log and follow up incidents in the Incident report

• As this is a senior role - Make recommendations on existing knowledge base documents and identify knowledge gaps.

• Build and maintain strong relationships with both the customer 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.

• Attend project calls related with the products development or systems process supported

What You will need to be successful:

• Fluency in German and English
• Educated to university level or equivalent experience
• Minimum of 2 years previous experience in the field of Customer Service
• Demonstrate strong understanding of Business needs
• Technical affinity, ability to analyses system issues.
• Assertive communication to ensure efficient problem resolution
• Quality assurance approach
• Strong relationship and partner management skill
• Excellent communication skills
• Ability to provide recommendations on product functionalities for best customer experience or process

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
• Flexible working schedule: home office up to 2 days / week, based on team agreement
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• 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
• Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested

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!

Travel Requirement
No travel is expected with this role

Relocation Assistance:
Relocation may be negotiable for this role

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

Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.