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Lead Business Support Representative - English Speaking - Szeged


Hungary - Szeged, Szeged
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Job Details

Lead Business Support Representative - English Speaking - Szeged job at BP in Szeged | Careers at BP

Lead Business Support Representative - English Speaking - Szeged

Req ID 77833BR 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

• Leverage deep understanding of specific key account customers, processes / systems and act as an escalation point (working with Customer Service Support Teams) of contact for any verbal or written form of enquiries from external and internal customers and third parties
• Interact with partners in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines
• Establish and foster strong business relationships with relevant stakeholders and internal business partners
• Log, assign and track progress of customer queries and requests from receipt to completion, recording progress of these on a regular basis
• Handle all customer and support requests in a professional and timely manner from the first contact through to a satisfactory completion or resolution
• Ensure timely and accurate data entry, storage, retrieval, maintenance and updates while maintaining data security
• Manage performance against key performance metrics (customer satisfaction, service level compliance, transactional accuracy etc.)
• Provide accurate information to both business customers and support teams through the correct use of all information technology systems
• Proactively resolve customer and business issues (working with Business stakeholders and internal GBS Europe Teams where applicable)
• Take ownership and resolve escalated issues. Escalate activities that are not actioned by assignees
• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable
• Act as an escalation point for issues raised by the business, the customer or other partners and the wider team (financial, legal, reputation)
• Plan, implement and support operational optimization, continuous improvement and business excellence oriented projects and initiatives. Support the development of a continuous improvement culture throughout immediate teams
• Participate in Customer Service and Business driven projects providing process input to project management ensuring that outcomes meet operational capability

Support Team Leads through the escalation of critical operational / commercial and performance issues
Exhibit strong Team Player characteristics, constructive communication and active listening skills at all times

Essential Education

• Bachelors degree or equivalent experience required
• High Level of IT proficiency in Microsoft packages

Essential experience and job requirements

High understanding of the business requirements and strategy
• Good understanding of cross-service functions relating to the business commercial activities, such as finance and purchase to pay
• Minimum 2 years previous experience in a customer service environment
• Must demonstrate high level of proficiency in Microsoft Packages (Excel & Word) and show an intermediate level aptitude for CRM systems/applications
• Previous experience of working in a BP ERP systems environment (ISP, Cardex) advanced knowledge of O2C CMD processes is an advantage
• Excellent Customer Service skills towards both internal and external partners
• Strong time management and organisation skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Result-oriented personality and capability to overcome obstacles
• Capability to work in a team or individually if required
• Ability to keep deadlines whilst under pressure without compromising accuracy
• Highly motivated

Other Requirements (e.g. Travel, Location)

All candidates will have the following (minimum) abilities:
Able to meet tight deadlines
Able to consistently review and adapt approach and style to meet ever changing requirements
Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge

Desirable criteria & qualifications

Fluent English knowledge required

Relocation available


Travel required


Is this a part time position?


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.


Corporate & Functions

Closing Date

[ "08-Feb-2017" ]

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