Lead Business Service Representative - German speaking

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 in is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.About The RoleThe Lead Customer/Business Service Representative (LCSR/LBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting and quality monitoring/coaching within the team.LCSRs/LBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way in collaboration with the respective Sales/Segment Managers, third party service providers and project teams, where applicable. LCSRs/LBSRs are also accountable for high value customers and/or for customer issues, end-to-end customer experience and critical process handling. LCSRs/LBSRs are supporting the Team Leader by handling certain operative management tasks: preparing analysis and reporting in case of issues, quality monitoring and coaching in the team and being a back-up to the Team Leader in case of absence.Key AccountabilitiesFunctionalThe LCSR/LBSR contributes positively to the team’s achievement and excellence in day-to-day customer service-related operational tasks by ensuring thatthe service provided meets customer expectations,it is consistent with the set process performance indicators, applicable service level agreements,it meets the teams’ and Business’ targets,it complies also with the customer service functions’ core values.The LCSR/LBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks.Exhibit strong great teammate characteristics, demonstrates leadership skills by employing assertive communication and active listening at all times.The LCSR/LBSR is also responsible for improvement of processes with an impact on customer satisfaction, also reflecting on Business’ needs.Responsible for keeping the team advised about significant process changes and acting as the main point of contact for team-related projects and daily operations.Leverage deep understanding of specific customers, processes / systems, and acts as first point of escalation for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties.These customers belong to the Car&Van, Truck&Bus segments of the European Cards Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries.The LCSR/LBSR interacts with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.Supports the development and continuation of sound working relationship with key partners, customers and external service providers.Proactively resolve customer issues (working with other teams as appropriate):Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.First point of contact in case of sophisticated customer issues.Raise activities that are not actioned by assignees.Provide customer service via the internet, phone, fax and email to support activities including:Prospect handling and Customer set-up.Enable timely and accurate card issuance, invoicing, customer master data handling.Ensure that data is accurately entered and maintained in all Customer Service and Data Collection systems.Price, rebate and bonus management.Complaint handling: including accurate logging, resolving and providing feedback to the customerEnsuring processes are embedded and adhered consistently throughout the team.Proactive follow-up with Sales and Customer on pending activities preferably on the phone.Taking part in Business calls and communications as assigned by the Team Leader; acting as a Team Leader back up in case of absence in the communications.Deep understanding and insight into the team’s customer portfolio – generated volume, behaviors, risks.Ensure effortless customer experience on the phone by coaching and mentoring team members regarding specific issues and processes.Performing email spot checks for quality purposes.Log, assign and supervise 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. Distribute cases as needed to individual team members for supporting prioritization and accelerate processing them.The LCSR/LBSR provides support for new joiners during on-the-job training period and is responsible for reviewing the team’s training plan and SOPs on a regular basis.Support GBS standards through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.Service Management & Continuous ImprovementManage and maintain customer expectations, referencing pre-established service level agreements where applicable and support the team to achieve the same. The LCSR/LBSR also supports the development of a team environment, which reinforces continuous improvement.Make recommendations on existing knowledge base documents and identify knowledge gaps.Highlight process gaps and inefficiencies; proactively seek solutions to enhance efficiency and/or improve the level of service provided. The LCSR/LBSR also cooperates with other teams within their area to ensure that the overall operational objectives are met.The LCSR/LBSR supports all GBS and Cards related projects in a timely and accurate manner. Acting as first point of contact in case of projects related to daily operations. Performing user acceptance testing in service center technology and ERP systems to help ensure effective enhancement execution is part of this role.The LCSR/LBSR also needs to dedicate some of their work time, in agreement with the Team Leader, to self-development and trainings.RequirementsEducated to A Level standard or equivalentMinimum of 24 months previous experience customer service skills in a telephone environment and/ or customer services environment preferred.C1 in German, C1 in EnglishMust demonstrate a strong understanding of customers’ needs / behaviorsExcellent written/oral communication skills and ability to build effective working relationshipsStrong time management and organization skillsStrong problem-solving skillsHighly motivated, proactive attitudeExperience using SAP and/or Siebel and MS Office applicationWhy join our Team?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 crafting an inclusive environment in which everyone is respected and treated fairly.Reinvent your career as you help our business meet the challenges of the future. Apply now!