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Customer Service Team Leader - German Speaking
Key accountabilities
- To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts.
- Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes.
- Managing a team of Customer Service Representatives
- Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes.
- Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover.
- 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.
- Conduct half yearly and annual appraisals with direct reports.
- Organise monthly team meetings with direct reports.
- Provide first level escalation for any issues raised by the team.
- Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation.
- Ensure processes are embedded & adhered to consistently throughout the team.
- Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
- Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
- Develop a team environment that supports continuous improvements & promotes the Business culture.
- Develop and maintain sound working relationships with key stakeholders, customers and external service providers
- Develop and control processes and procedures to the Business standards
- Ensure that all activities meet with the Business HSSE requirements.
- Monitor Team SOX compliance.
- Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
Essential Education
- Fluency in German and English is a must
- Educated to A Level standard or equivalent
- Must demonstrate a strong understanding of customers’ needs / behaviours
- Excellent written/oral communication skills and ability to build effective working relationships
- High Level of IT proficiency in Microsoft packages
- Highly motivated
Essential experience and job requirements
- Demonstrated ability to coach colleagues
- Ability to work independently
- Develop and command respect for professional excellence
- Foster Effective Teamwork and Collaboration
- Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
- Personal Effectiveness – effective communicator; time management; listening and facilitation
- Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner
- Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
- Provides friendly and positive service
- Good team player
- Good IT skills
Other Requirements (e.g. Travel, Location)
N/aDesirable criteria & qualifications
- Requirement to work some public holidays
- Availability to work outside of standard business hours during peak periods
Relocation available
NoTravel required
NoIs this a part time position?
NoAbout BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future. The Finance Function fulfills three key activities: to report financial and operational results, both internally and externally, with independence and integrity; to support business performance management and planning processes by using consistent data collection and reporting processes; and to integrate financial and commercial processes to enable end to end optimization. Finance also supports the development of annual and long term plans, strategies and performance management processes as well as provides economic analysis and Group Investment Assurance and Approval Process (GIAAP) support for business opportunities, investments and other specific projects as needed.
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