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 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

• First point of contact for BP telephone-based enquiries and/or for any written form of enquiries from both customers by internal customers within the BP Businesses
• Supporting the businesses: working with Account Managers and other Head Office teams to achieve business specific objectives and goals
• Provide professional and efficient customer service consistent with the set Key Performance Indicators, Service Level Agreements and Customer Service function's core values
• Log, assign and supervise progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis
• Raise activities that are not actioned by assignees and any high-risk customer issues (financial, legal, reputation)
• Chip in positively to achieving individual, team and organisational targets
• Ensure data is accurately entered and maintained in all Customer Service and data collection systems
• Exhibit strong Teammate characteristics, constructive communication and active listening skills at all times
• Support the development and help maintain sound working relationships with key collaborators, customers and external service provider
• Ensure processes are embedded & adhered consistently throughout the team
• Call and email monitoring, spot checks
• Coaching and mentoring team members regarding specific issues and processes
• 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
• Support development of a team environment which supports continuous improvements
• Acts as first point of contact in case of projects related to daily operations
• Ensure that all activities meet with the BSC's HSSE requirements
• Supervise Team SOX compliance
• Takes part in calls and communications with the business as assigned by the Team Lead
• 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 function core values.
• Leverage understanding of specific processes / systems 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.
• Provide customer service via the internet, phone, fax and email to support activities
• 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 inspire productivity and / or level of service provided.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
• To represent Customer Service Team in Service Review Forum meetings, and challenge partners.
• Influence and negotiate outcomes and inspire change
• To develop, monitor, report and participate on operation meetings on SLA agreements and PPI measures
• Validate that control reports are working correctly and ensure the frequency of running these are correct

What You will need to be successful

• Previous experience customer service skills in a telephone environment and or customer services environment preferred
• 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
• Experience using SAP and/or Salesforce is an advantage
• Fluency in English is a must
• Proven experience in problem solving and project management
• Understanding of CI principles and ability to apply and drive solutions
• Self-motivated and able to see activities through to completion
• Able to consistently review and adapt approach and style to meet constantly evolving requirements
• Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
• A comfort level in working autonomously, sometimes under high-pressured and fast-paced circumstances
• Excellent interpersonal skills with people at various organisational level

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 Requirement
No 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:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.