Spanish and Portuguese speaking 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 service, resolving sophisticated inquiries, and contributing to overall customer satisfaction. You will use your strong communication and analytical skills to address customer needs efficiently and effectively, while also finding opportunities for process improvement.

In this role You will

• Serve as a primary point of contact for sophisticated customer inquiries, complaints, and requests, resolving issues promptly and professionally.
• Apply sophisticated analytical thinking to troubleshoot problems, identify root causes, and provide effective solutions to customers.
• Apply agility core practices to adapt to changing customer needs and business priorities, ensuring efficient service delivery.
• Identify and propose business process improvement opportunities to enhance the customer experience and operational efficiency.
• Demonstrate strong commercial competence by understanding customer value and contributing to positive business outcomes.
• Communicate clearly, concisely, and empathetically with customers across various channels, adapting communication style as needed.
• Effectively manage and de-escalate customer conflicts, maintaining a professional and composed demeanor.
• Leverage creativity and innovation to develop novel solutions and approaches to customer challenges.
• Champion customer-centric thinking in all interactions, ensuring customer satisfaction is the top priority.
• Expertly handle a wide range of customer enquiries, providing accurate information and guidance.
• Maintain resilience in a fast-paced environment, effectively managing stressful situations and maintaining a positive attitude.
• Practice self-awareness to understand personal impact on customer interactions and continuously improve service delivery.
• Demonstrate sustainability awareness and a commitment to responsible business practices in all customer engagements.
• Apply understanding of emotions to empathize with customers and tailor responses accordingly.
• Effectively manage and prioritize workload to meet service level agreements and customer expectations.

What You will need to be successful

• Proven experience in a senior customer service role, preferably within a sophisticated organizational environment.
• Demonstrable understanding and application of agility core practices.
• Exceptional analytical thinking and problem-solving abilities.
• Strong track record of identifying and contributing to business process improvement initiatives.
• Solid commercial competence with an understanding of business objectives and customer value.
• Outstanding verbal and written communication skills.
• Demonstrated ability in conflict management and de-escalation techniques.
• A creative and innovative approach to problem-solving.
• Deep understanding and application of customer-centric thinking.
• Extensive experience in handling diverse customer enquiries.
• High level of resilience and ability to perform under pressure.
• Strong self-awareness and commitment to continuous personal development.
• Awareness of sustainability principles and their application in a business context.
• Excellent emotional intelligence and ability to understand and respond to customer emotions.
• Superior workload prioritization and time management skills.
• Spanish and Portuguese language knowledge

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:

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.