Job Family Group:

Business Support Group

Job Description:

Job Summary

As a Customer Care Advisor with German at bp pulse, you will be the primary point of contact for our customers, providing exceptional support in multiple languages, resolving inquiries, and contributing to a positive customer experience.

Job Responsibilities

• Effectively handle and resolve customer inquiries and complaints across various channels (phone, email, chat) in multiple languages.
• Apply customer-centric thinking to understand and address customer needs, ensuring a positive customer experience.
• Use strong analytical thinking to diagnose issues, identify solutions, and improve business processes.
• Manage workload prioritization efficiently to ensure all customer queries are addressed in a timely manner.
• Demonstrate commercial competence by understanding the value proposition and contributing to customer satisfaction.
• Engage in conflict management to de-escalate difficult situations and find mutually agreeable resolutions.
• Contribute to business process improvement through creative and innovative ideas.
• Maintain awareness of sustainability principles and their relevance to customer interactions.
• Understand and empathize with customer emotions to provide sensitive and effective support.
• Adhere to agility core practices to adapt to changing customer needs and business priorities.

Job Qualifications

• Fluency in English and German (written and spoken) is essential.
• French is a bonus
• Proven experience in a customer-facing role, demonstrating excellent communication skills.
• Strong analytical thinking and problem-solving abilities.
• Demonstrated ability in workload prioritization and effective time management.
• Experience in conflict management and de-escalation techniques.
• A strong understanding of customer experience principles and customer value proposition.
• Familiarity with business process improvement methodologies.
• Awareness of sustainability concepts and their application in a business context.
• High degree of emotional intelligence and the ability to understand and respond to customer emotions.
• Adaptability and a proactive approach to learning and applying agility core practices.
• Previous experience working in a contact centre/customer service environment is preferred, ideally handling customer enquiries across phone and digital channels.
• Candidates must be comfortable working a 3-on, 3-off shift pattern, consisting of 12-hour shifts.

Why join us?

At bp, we support our people to grow in a diverse and exciting environment. We believe that our team is strengthened by diversity.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

Travel Requirement:

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.