Senior Customer Service Representative

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 As a Senior Customer Service Representative at BP BSC KFT, you will be a key point of contact for our customers, providing exceptional support and resolving inquiries with efficiency and empathy. You will contribute to continuous process improvement and uphold our commitment to customer satisfaction and sustainability. In this role You will Respond to and resolve complex customer inquiries via multiple channels (e.g., phone, email, chat) with a focus on first-contact resolution. Apply Analytical Thinking to diagnose issues, identify root causes, and propose effective solutions. Utilize Business process improvement methodologies to identify and suggest enhancements to existing customer service workflows and procedures. Demonstrate Commercial Acumen by understanding customer needs and identifying opportunities to add value. Communicate clearly, concisely, and professionally with customers and internal stakeholders. Effectively manage and de-escalate customer conflicts, demonstrating strong Conflict Management skills. Proactively identify areas for Creativity and Innovation in service delivery and customer experience. Champion Customer centric thinking throughout all interactions, ensuring a positive customer journey. Accurately and efficiently handle a high volume of diverse Customer enquiries. Maintain high standards of Customer Service, consistently exceeding customer expectations. Exhibit Resilience in handling challenging situations and maintaining a positive attitude under pressure. Practice Self-Awareness to continuously improve personal performance and interactions. Contribute to Sustainability awareness and a, by promoting sustainable practices and understanding their relevance to customer interactions. Leverage Understanding Emotions to build rapport and tailor responses to individual customer needs. Effectively manage and prioritize a dynamic workload, demonstrating strong Workload Prioritization skills. What You will need to be successful 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 Strong problem-solving skills Highly motivated Experience using SAP and/or Siebel and MS Office application Excellent verbal and written communication skills. Ability to work independently and as part of a team. Proficiency in relevant customer relationship management (CRM) software and tools. A strong understanding of customer service best practices. A commitment to continuous learning and professional development. 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 envi