Customer Service Representative Customer Facing ? Spanish ...
Customer Service Representative Customer Facing?? Spanish
Information:
Posted: 14 Sep 2012 Apply deadline: 13 Dec 2012 Location: Hungary Company: bp
Job description:
The key purpose of the Customer Service Representative (CSR) role is to respond to B2B customers or B2C consumers relating to BP?s products, services, fuel and marketing operations in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications.?
In the Customer Service Support (CSS)CSR role it is required to have a deep understanding of specific processes / systems to enable them to efficiently support Customers, the Customer Facing CSR team and BP internal departments. CSS CSRs are the first point of contact for any written form of enquiries from Customers / Consumers. They are also the first point of contact by internal customers from the BP Business and third parties.
? First point of contact for BP telephone based enquiries and/or for any written form of enquiries from both new and existing customers and consumers or by internal customers within the BP Businesses. ? Supporting the businesses. Working with Account Managers and other Head Office teams to achieve business specific objectives and goals. ? Interact with customers in a professional, friendly and efficient manner and to quickly escalate concerns about meeting service levels or deadlines. ? Provide a level of customer service consistent with the set KPI?S, Service Level Agreements and Customer Service function?s core values. ? Handle all customer and support requests in a professional and timely manner from the first contact through to a satisfactory completion or resolution ? Log, assign and track progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis.? ? Escalate activities that are not actioned by assignees.? ? Escalate any high risk customer issues (financial, legal, reputation). ? Contribute positively to achieving individual, team and organisational targets. ? Provide accurate information to both business customers and support teams through the correct use of all information technology systems. ? Ensure data is accurately entered and maintained in all Customer Service and data collection systems, minimising errors and resultant financial losses. ? Exhibit strong Team Player characteristics, constructive communication and active listening skills at all times. ? Display flexibility and adaptability to work with and assist other teams within the organisation. ? Develop and maintain a professional working relationship with internal and external stakeholders. ? CSR may have ?Specialist? responsibilities (e.g. defined customers or process skills) as well as the ?Shared? responsibilities described above ? Compliance with BP HSSE Policies as detailed in the BP employee handbook,
? Educated to A Level standard or equivalent? ? High Level of IT proficiency in Microsoft packages ? Spanish language knowledge is a must
? Min. intermediate level of English or Hungarian ? Minimum of 12 months previous experience customer service skills in a customer services environment preferred ? Must demonstrate a strong understanding of customers? needs / behaviours ? Excellent written/oral communication skills and ability to build effective working relationships
?Relevant Customer Service knowledge.? ?Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues ?Strong time management and organisation skills ?Experience working with customers / markets is desirable. ?All candidates will have the following (minimum) abilities: - Able to meet tight deadlines for both internal and external customers - 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
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