Senior Customer Service Representative - Dutch Speaking

Senior Customer Service Representative

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  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.

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

CSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. Not only process orientation but focusing on problem solving and always seeking for the best solution are key for this role to generate a satisfied and positive customer experience.

• 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 function core values.
• Leverage end-to-end understanding of specific processes / systems of own area, and act as the first and second point of contact for any verbal or written form of enquiries from external and internal customers from the BP Business and third parties. These customers belong to the Car&Van, Truck&Bus segments of the European Cards Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries
• Interact with customers in a professional, friendly and efficient manner and provide customer service via phone, fax and email to support activities including:
• Prospect handling and Customer set-up.
• Enable timely and accurate card issuance, invoicing, customer master data handling
• Price and rebate management.
• Complaint handling: including accurate logging, seeking for the best solution, resolving and providing feedback to the customer
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone.
• Build effective relationships with respective Partners in the Business by: continuous and proactive exchange on business activities, customers, setting priorities, give and receive feedback.
• Ensure effortless customer experience on the phone

• Educated to A Level standard or equivalent
• Minimum of 6 months previous experience customer service skills in a telephone environment and or customer services environment preferred.
• Proficiency in English and Dutch
• Must demonstrate a strong understanding of customers' needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Highly motivated
• Intermediate knowledge of MS Office application
• Experience using SAP and/or Siebel is an advantage

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care…