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    Remote Executive Officer - United Kingdom - BP p.l.c.

    BP p.l.c.
    BP p.l.c. United Kingdom

    1 week ago

    Default job background
    Description
    Customer Experience Executive - German speaking

    Customer Experience Executive - German speaking
    Customer Experience Executive - German speaking
    Travel required No travel is expected with this role
    Relocation available This role is not eligible for relocation

    Working alongside our Customer Operations Team, you will be responsible for investigating, resolving and reporting on customer dissatisfactions, queries and complaints.

    You will be responsible for managing various social media platforms and working closely with the digital services to deliver a consistent message to our customers and identify common themes or topics raised on the platform.

    This role requires you to be fluent speaking, reading and writing in English and German and the role is based 3 days a week in our Milton Keynes office.

    Manage own caseload, ensuring all complaints are handled within defined SLAs from receipt to conclusion

    • Contact internal and external parties for relevant information required to investigate and close the complaint
    • Ensure that all complaints are handled with the highest possible standard of customer care
    • Assist with feedback and provide recommendations for improvement. Resolve account queries efficiently whilst maintaining customer experience throughout your investigation
    • Complete quality assurance reviews for calls and emails delivered by outsource partners, working closely with the Service Excellence Team.
    • Provide language support to the service excellence team where necessary to maintain, quality, training and knowledge.
    Experience of Complaint Handling


    • Proficient in Microsoft Word, Excel and Powerpoint
    • Analysis and Reporting
    • Results Driven with a commitment to quality

    At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others.

    We believe that our team is strengthened by diversity. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits.
    Reinvent your career as you help our business meet the challenges of the future.
    Travel Requirement
    No travel is expected with this role Job summary

    Working alongside our Customer Operations Team, you will be responsible for investigating, resolving and reporting on customer dissatisfactions, queries and complaints.

    You will be responsible for managing various social media platforms and working closely with the digital services to deliver a consistent message to our customers and identify common themes or topics raised on the platform.

    This role requires you to be fluent speaking, reading and writing in English and German and the role is based 3 days a week in our Milton Keynes office.

    Manage own caseload, ensuring all complaints are handled within defined SLAs from receipt to conclusion

    • Contact internal and external parties for relevant information required to investigate and close the complaint
    • Ensure that all complaints are handled with the highest possible standard of customer care
    • Assist with feedback and provide recommendations for improvement. Resolve account queries efficiently whilst maintaining customer experience throughout your investigation
    • Complete quality assurance reviews for calls and emails delivered by outsource partners, working closely with the Service Excellence Team.
    • Provide language support to the service excellence team where necessary to maintain, quality, training and knowledge.
    Previous Customer Service Experience


    • Experience of Complaint Handling
    • Proficient in Microsoft Word, Excel and Powerpoint
    • Analysis and Reporting
    • Results Driven with a commitment to quality

    At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others.

    We believe that our team is strengthened by diversity. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits.
    Reinvent your career as you help our business meet the challenges of the future.
    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
    Agility core practices, Analytical Thinking, Business process improvement, Commercial acumen (Inactive), Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization


    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 disabilities may request a reasonable 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 accommodation related to the recruitment process, please contact us to request accommodations.

    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.
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