| Location: |
Budapest, Hungary |
| Company: |
Subscription Required |
|
JOB PURPOSE
To lead Customer Facing (CF) and Customer Service Support (CSS) Customer Service Representative (CSR) teams who support inbound and outbound customer contacts for the [Company] branded Petrol Stations – Shops and Forecourts. The successful candidate will eventually manage 3 teams: “Careline”, “Site Support” and “Dealer”.
“Convenience Retail - Careline” (5 x CSRs).
The key purpose of the Convenience Retail Careline CSR Team is to manage retail consumer (the general public) queries and complaints in an efficient, cost effective and customer responsive manner. Consumer contacts will vary from phone, fax, email and written notification.
“Site Support”(2 x CSRs)
This team is responsible for ensuring that all administration activities associated with the accurate establishment of Company Owned, Company Operated (COCO); Franchise and Company owned, Dealer Operated (CODO) Forecourts and shops are achieved in an efficient manner, and that other administrative tasks associated with day-to-day support of the sites are undertaken.
“Dealer” (5 x CSRs)
This team is responsible for managing administration activities associated with Dealer owned [Company] Branded forecourts.
The purpose of the CSR Teams is to respond to either Business to Business (B2B) customers or Consumers (the general public) relating to [Company] products, services, fuel and marketing operations in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications.
Customer Facing CSRs
Customer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for [Company] telephone based enquiries.
Customer Service Support CSRs
Customer Service Support CSRs are responsible for supporting the Customer Facing CSR team, customers and [Company] internal departments.
As the BSC is a new operation, the post holder is expected to be flexible and able to adapt to an environment which is continually developing and changing. In these circumstances, the successful candidate will need to have a willingness to provide day-to-day “hands on” support in any number of areas, including CSR activities, until the expected level of proficiency is achieved.
KEY RESPONSIBILITIES
The job holder will be responsible for:
• Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes.
• Managing a team of 12 Customer Service Representatives (this team will grow in size as part of a phased deployment schedule) who support [Company] B2B and Consumer Businesses.
• Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel). 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.
• Run and analyse the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance.
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the BSC to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop a team environment that supports continuous improvements & promotes the BSC culture.
• Develop and maintain sound working relationships with key stakeholders, customers and external service providers
• Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
• Develop and control processes and procedures to the BSC’s standards
• Ensure that all activities meet with the BSC’s HSSE requirements.
• Monitor Team SOX compliance.
ESSENTIAL CRITERIA & QUALIFICATIONS
Previous Experience
• Relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
• Proven experience in coaching and leading a team
• Proven Experience in Customer Service
• Strong relationship management skills.
• Proven experience in decision making
• Strong time management and organisation skills
• Experience of working in the UK or of working with UK customers / consumers is desirable.
• All candidates will have the following (minimum) abilities:
Able to meet tight deadlines for both internal and external customers
Able to consistently review and adapt approach and style to meet ever changing requirements
Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met.
Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
Essential Criteria
• Educated to A Level standard or equivalent
• Minimum of 12 months previous experience customer service skills in a customer services environment preferred
• 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
Desirable criteria & qualifications
• Requirement to work some public holidays
• Availability to work outside of standard business hours during peak periods
• Rotating late shift roster may be required
• Minor travel required
• Develop and command respect for professional excellence Proactively identifies and bridges gaps between role requirements and their own and others’ expertise; Ensures reports have measurable development plans and monitors and rewards achievement against these; Respected for their technical expertise & ability to practically apply it to make decisions and develop solutions; Builds a culture of technical excellence in their area in which people are expected to develop and learn from experience
• Foster Effective Teamwork and Collaboration Understands the organisation and knows how to work across organizational boundaries; Engenders trust and builds positive and collaborative relationships; Leads by example with positive team behaviours; Identifies key stakeholders and successfully engages them
• 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
• Team working – build team spirit; flexible and adaptive; supportive
• Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
• Organising Ability – organisation and administration; handling emergency situations; risk assessment and management
• Open Thinking – generate new ideas; challenge rigid thinking; see the big picture
|
|
Access to the Response Instructions for this position requires a subscription. Click here to subscribe and gain access to all InfoOil Jobs.InfoOil Careers offers the most oil and gas jobs for the lowest price. This is our commitment to you! |
|
|
|
|
|
Join other professionals and tradespeople in the oil and gas industry, and
post your resume so that you can be found by employers from around the globe!
Are you looking for a job in the oil and gas industry? You can find it right here on InfoOil Careers. Subscribe today to get access to more than 9,000 jobs.
Find out more about the oil and gas industry and discover resources to help you advance your career.
Advance your career in the oil and gas industry - find links to oil and gas training institutions and universities around the globe and online on our Training and Education Resource Center page.
Post your latest opportunities and search our resume database for professionals and tradespeople in the oil and gas industry. Find out more by visiting our Employer section.
|
Job Seekers · Jobs · Search Jobs · Receive Job Alerts · Post Your Resume · Resources · Training · FAQ · Site Map