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Customer Service Team Leader (CMD) - English Speaking - Szeged

BP


Location:
Hungary - Szeged, Szeged
Date:
02/23/2017
Job Code:
77838BR
BP
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Job Details

Customer Service Team Leader (CMD) - English Speaking - Szeged job at BP in Szeged | Careers at BP

Customer Service Team Leader (CMD) - English Speaking - Szeged

Req ID 77838BR Job category Customer Services Countries (State/Region) Szeged Location Hungary - Szeged

Role synopsis

BP is establishing a new Business Service Centre (“BSC”) location in Szeged which provides Finance, Customer Service and Operational Procurement services to BP’s Downstream businesses in Europe. The BSC provides the opportunity to combine activities dispersed across different locations, and support the standardization and simplification of processes. The new BSC site is starting operations in 2017, along with the Budapest site which was opened in 2009 and currently has 1200 employees. We are looking for experienced professionals to contribute to our success.

Key accountabilities

• Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
• Managing a team of Customer Service Representatives
• Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
• Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
• Deliver Customer Service and Order to Cash processes by managing workflow
• Proactively develop the skills, competencies and knowledge of Customer Service team members
• Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop a team environment that supports continuous improvements & promotes the Business culture
• Develop and maintain sound working relationships with key stakeholders, customers and external service providers
• Develop and control processes and procedures to the Business standards

Essential Education

• Educated to A Level standard or equivalent
• High Level of IT proficiency in Microsoft packages

Essential experience and job requirements

• Demonstrated ability to coach colleagues
• Minimum of 12 months previous experience customer service skills in a customer services environment preferred
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Strong relationship management skills.
• Strong time management and organisation skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Develop and command respect for professional excellence
• Foster Effective Teamwork and Collaboration
• Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
• Personal Effectiveness – effective communicator; time management; listening and facilitation
• Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources



Other Requirements (e.g. Travel, Location)

N/a

Desirable criteria & qualifications

• Fluency in English
• Requirement to work some public holidays
• Availability to work outside of standard business hours during peak periods

Relocation available

No

Travel required

No

Is this a part time position?

No

About BP

Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

Segment

Corporate & Functions

Closing Date

[ "11-Mar-2017" ]

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