Senior Retail Support Representative - German speaking (Fixed-Term)

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 RoleFBT Europe supports all interactions with business to business (B2B) customers, intermediaries, fuel card customers and end consumers (known as “Business to Consumer” (B2C). Customer contacts will vary from phone, fax, email, written requests and communicationsKey AccountabilitiesFirst point of contact for BP telephone and/or any written form of enquiries from both new and existing customers and partnersUnderstanding of specific processes / systems enabling efficient supportInteract with customers / partners in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlinesLog, assign, supervise progress and take ownership of customer queries and requests from receipt to completion, recording progress of these on a regular basisEnsure timely and accurate data entry, storage, retrieval, maintenance and updates while maintaining data securityManage performance against key performance metrics (customer satisfaction, first call resolution, service level compliance, transactional accuracy etc.)Deliver accurate information to both business customers and support teams through the correct use of all information technology systemsSupport and maintain databases and contract management tools end-to-endCarry out Retail specific financial tasks, pricing and reporting activities on a regular basisLog and follow-up incidents in the Incident reportService Management & Continuous ImprovementIdentify efficiencies that drive optimization, continuous improvement and operational excellence. Support the development of a continuous improvement culture.Participate in projects providing process input to project management ensuring that outcomes meet operational capability.Support Team Leads through the issue of critical operational / commercial and performance issues.Align with BP HSSE Policies as detailed in the BP employee handbookEnforce with the tasks outlined in the QMS Systems of FBT EuropeAdditional responsibilities as required by the business e.g. but not limited:Systems testingCoachingTrainingAnalyze customer and vendor accounts to ensure accuracy and completeness.Allocate incoming payments to the correct accounts and invoices.Investigate and clarify unresolved disputes with customers or vendors, ensuring timely resolution.Collaborate with internal teams to support payment-related queries and issues.Maintain up-to-date records of account activities and reconciliations.Assist in preparing reports and summaries for management review.Contribute to process improvements and standards in account management.RequirementsRelevant degree / certification or equivalent experience requiredAbility to understand of the business requirements and strategyMinimum 2 years previous experience in a business support environmentFluency in English and country specific languages.Must demonstrate high level of proficiency in Microsoft Packages (Excel & Word) and show an intermediate level skills for CRM systems/applicationsStrong time management and organization skillsExcellent written/oral communication skills and ability to build effective working relationshipsResult-oriented personality and capability to overcome obstaclesCapability to work in a team or individually if requiredAbility to keep deadlines whilst under pressure without compromising accuracyHighly motivatedExhibit good teammate characteristics, constructive communication and active listening skills at all times.Why 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!