Senior Customer Service Representative CASTROL

Senior Customer Service Representative CASTROL

The Senior Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

Senior Customer Facing (CF) CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Senior CF CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

Functional

Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.

Leverage deep understanding of specific key account customers, processes / systems and act as a critical issue point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.

Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines.

Proactively resolve Key Account customer issues (working with other teams as appropriate):

• Take ownership and resolve raised telephone and written customer issues.
• Raise activities that are not actioned by assignees.

Provide customer service via the internet, phone, fax and email to support activities including:

• Account set-up, allocation and delivery issues.
• Order processing and order fulfilment.
• Sales order tracking.
• Supervise supply outages and react accordingly for incoming and existing orders.
• Retail marketing programme information, policy and product fulfilment.
• Retail site experience complaints, lubricant quality claims, site locator etc.
• Complaint resolution, identification and management of complaint root causes.

Log, assign and supervise progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.

Support FBT activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.

Make recommendations on existing knowledge base documents and identify knowledge gaps.

Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.

Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.

Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

What You will need to be successful:

• Educated to A Level standard or equivalent
• Fluency in English
• Previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
• Must demonstrate a proven understanding of customers’ needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Strong problem-solving skills
• Highly motivated
• Experience using SAP and/or Salesforce and MS Office application

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.

This is a Castrol requisition, and the successful candidate will become part of the Castrol ring-fence ahead of the Castrol divestment later in 2026. From the point of the divestment, you will be employed fully by Castrol and no longer be a bp employee.

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.