Senior Customer Service Representative (French)

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.Join our Customer Service Team and advance your career as aSenior Customer Service Representative (French) The Senior Customer Service Representative (CSR) provides first and second-line support for telephone and written inquiries from external Key Customers, internal participants, and other consumers in line with agreed service levels. This role ensures queries are resolved promptly, accurately, and with the highest level of customer satisfaction.Senior CSRs act as the first point of contact for key customer inquiries and are expected to have a broad understanding of all customer service processes to achieve high first-contact resolution rates while handling customer expectations across multiple channels.Responsible ForProviding customer service support to ensure maximum customer satisfaction, assisting the team in maintaining a strong link between our products/services and our customers, and building an accurate understanding of customer needs and expectations.In This Role You WillFunctionalComplete day-to-day customer service tasks to meet customer expectationsAct as an escalation point for inquiries from external and internal customers, including retail fueling sites, branded/unbranded customers, commercial accounts, and terminalsInteract professionally and efficiently with customers, raising concerns as neededProactively resolve Key Account issues, taking ownership of the cases and ensuring timely resolution.Provide support via phone, email, fax, and online channels for:Account setup and delivery issuesOrder processing and fulfillmentSales order tracking and supply outage managementRetail marketing program information and complaint resolutionService Management & Continuous ImprovementHandle customer expectations based on service level agreementsIdentify knowledge gaps and recommend improvements to existing documentation.Build strong relationships with customers and internal teams through accurate and timely serviceHighlight process inefficiencies and propose solutions to improve productivity and service qualityParticipate in user acceptance testing for service center technology and ERP systemsWhat You Will Need To Be SuccessfulFluent in English and French (reading, writing, and speaking)Excellent written and verbal communicationStrong organizational and time management skillsProblem-solving ability and proactive demeanorProficiency in MS Office; experience with SAP and/or CRM systems (Siebel or Salesforce) preferredKey CompetenciesCustomer Service Delivery ExcellenceInbound Document ManagementSales Order ManagementComplaint ResolutionData Management & ControlProcess & Quality ImprovementAt bp, we provide the following environment & benefits to you:Different bonus opportunities based on performance, wide range of cafeteria elementsLife & health insurance, medical care packageFlexible working schedule: home office up to 2 days / week, based on team agreementOpportunity to build up long term career path and develop your skills with wide range of learning optionsFamily friendly workplace e.g.: Extended parental leave, Mother-baby roomEmployees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition ProgramPossibility to join our social communities and networksChill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipmentbp 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.