Senior Customer Service Representative - Siebel Super User- Fixed-term- Part-time

<p><b>Entity: </b></p>Finance<p><br/><b>Job Family Group: </b></p>Business Support Group<p><br/><b>Job Description: </b></p><p>As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we’re home to a range of brands across many areas of our industry.  We’re investing in today’s energy system and helping build out tomorrow’s. So while we’re still in oil and gas, over the next decade we’ll become a different kind of energy company. We’re decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people’s lives. </p><p>It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business &amp; 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.</p><p><b><span>Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?</span></b><br/><br/><span>Join our Szeged Team and advance your career as an<br/><br/><b>Senior Customer Service Representative</b></span></p><p>The Senior Customer Service Representative (CSR) role is designed to provide first and second-line support for telephone and written inquiries from external Key Customers, internal Customers, and other Consumers, in alignment with agreed service levels. This position is responsible for ensuring all Customer-facing queries are addressed promptly, accurately, and with the highest level of Customer satisfaction.</p><p><b>In this role You will: </b></p><ul><li>Complete daily Customer service operational tasks to ensure delivery meets Customer expectations, aligns with set performance indicators, stays in sync with service level agreements (SLAs), and reflects the core values of the Customer service function.</li></ul><ul><li>Act as a customer concern point for verbal or written inquiries from external Customers</li></ul><ul><li>Interact with Customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.</li></ul><ul><li>Proactively resolve Key Account Customer issues</li></ul><ul><li>Provide Customer service via phone, email and other online channels to support activities including:</li></ul><ul><li>Global Customer support worldwide - except ANZ countries</li><li>Being the first point of contact in case of non-account managed Sterling-Card Accounts</li><li>New Account set-up in Appian and MDG systems, including Counterparty Due Diligence check, Credit Limit check, Contract and Mandate management via DocuSign</li><li>Case management via Salesforce and ensure the proper handover between relevant GBS Aviation Teams (MDM, Collection)</li><li>Contributing to the risk mitigation via call back process</li><li>End to end Contact data management</li></ul><ul><li>Log, assign and track 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.</li></ul><ul><li>Manage and maintain Customer expectations</li></ul><ul><li>Make recommendations on existing knowledge base documents and identify knowledge gaps.</li></ul><ul><li>Build and maintain strong relationships</li></ul><ul><li>Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.</li></ul><p><b>What You will need to be successful:</b></p><ul><li>Educated to A Level standard or equivalent</li><li>Fluency in English</li><li>Minimum of 12 months previous experience Customer service skills in a telephone environment and or Customer services environment preferred, ideally dealing with Key Account Customers</li><li>Must demonstrate a strong understanding of Customers’ needs / behaviours</li><li>Excellent written/oral communication skills and ability to build effective working relationships</li><li>Strong time management and organisation skills</li><li>Strong problem solving skills</li><li>Experience using SAP and/or Salesforce/Genesys Cloud and MS Office application</li></ul><p><b>At bp, we provide the following environment &amp; benefits to you:</b></p><ul><li>Different bonus opportunities based on performance, wide range of cafeteria elements</li><li>Life &amp;