Customer Care & Support Advisor (German Language)

• You will be the first line of support for EV customers and charge point hosts across multiple channels including telephony, email, live chat, and social media.

• You will handle a diverse range of inbound and outbound communications, resolving queries on first contact while demonstrating empathy and accuracy.

• You will be responsible for supporting the brand's reputation through professional and proactive communication, contributing to the overall customer experience and continuous improvement.

• You will champion bp pulse products and services by staying up to date on developments in our market-leading charging network.

• You will manage, monitor, and respond to customer inquiries including complex or sensitive cases, while ensuring compliance with data privacy and reporting protocols.

• You will play a key role in supporting our expanding global customer base in the EV ecosystem, across B2C, B2B and Demand Partners.

• Provide specialized support services including account deletion, processing receipts and refunds, and responding to social media inquiries

• You will also support the onboarding and upskilling of new frontline team members through knowledge sharing where required.

Key Responsibilities & Tasks

• Act as the first line of support for all customer types, identifying needs and resolving queries efficiently and empathetically.

• Manage own caseload of customer interactions, ensuring SLA adherence and exceptional service quality.

• Investigate and resolve customer dissatisfactions and complaints in a timely and compliant manner.

• Raise and liaise with internal teams to ensure case closure and customer satisfaction.

• Respond and educate through social media, review platforms, and public forums to promote understanding of the EV experience.

• Use multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions.

• Ensure data privacy adherence and accurate handling of DSARs or related requests.

• Identifying continuous improvement opportunities through insights and metrics.

• Strong verbal and written communication skills, adaptable for different customer touchpoints

• A positive, proactive attitude with the ability to work collaboratively and independently

• Flexibility and resilience to manage evolving processes and workload

• Competent in managing sensitive customer data securely, including account deletions and refund processes

• Strong multitasking ability to manage customer interactions and administrative tasks efficiently
  

Dimensions and SMART outcomes

• First contact resolution

• Customer Advocacy

• Engagement

• Tone of Voice

Knowledge & Experience

• Experience in managing complex customer service interactions across multiple channels

• Strong background in contact centre operations or service environments

• Experience using CRM platforms like Salesforce and telephony tools like Amazon Connect

• Ability to remain calm under pressure and manage sensitive issues

• Experience in knowledge management or customer communications is desirable

• Experience in training or coaching in a customer service environment

• Comfortable managing customer data securely and in compliance with privacy regulations

• Strong analytical skills and attention to detail

• Experience in reporting and providing data-led insights

• Ability to work independently and in a team across a hybrid or hub setup

Education, Qualifications & Certifications

• Certification in Customer Service (e.g., ICCM Certified Customer Service Professional, HDI Customer Service Representative)
• Certification in Contact Center Operations or Management (e.g., COPC® Certification) or any relevant qualification

Competency and Behavioral Expectations

• Demonstrate bp pulse and bp values through daily interactions and responsibilities

• Deliver high-quality customer care through resilience, adaptability, and accountability

• Contribute to a collaborative and motivated team culture

• Demonstrate digital fluency and understanding of service center technologies

• Take initiative in problem-solving and continuous improvement

Other

• Language: German & English (written and spoken)

• Willing to work a 12-hour rotating shift pattern across 24/7 operations (noon shift that is 2pm to 2.15pm and a total night shift)

• Willing to work weekends and public holidays, as required.