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

BP - Global Business Services Europe Customer Service Team Leader munkatársat keres.

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

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 1400 employees. We are looking for experienced professionals to contribute to our success.

If you join our Business Support team, you may have the following responsibilities:

  • Managing a team of Customer Service Representatives
  • Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
  • Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
  • 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
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers

In a Business Support Representative role we have the following requirements:

  • Fluency in English
  • Educated to A Level standard or equivalent
  • High Level of IT proficiency in Microsoft packages
  • Demonstrated ability to coach colleagues
  • Minimum of 12 months previous experience customer service skills in a customer services environment preferred
  • Customer oriented approach
  • Ability to work under pressure
  • Excellent organisational and time management skills
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