Bilingual German English Customer Care Advisor

bp; Milton Keynes; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid work

Flexible working options

Disability accommodation available

Job summary

bp pulse is seeking a Customer Care Advisor to provide German and English support across multiple channels, resolving inquiries with a customer-centric approach and strong communication. You will join a diverse team delivering positive experiences for customers.

The role involves working a 3-on, 3-off, 12-hour shift in a hybrid office/remote setup, using analytical thinking and problem-solving to improve processes and drive value while upholding sustainability principles.

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.

Responsibilities

• Handle and resolve customer inquiries and complaints across channels in multiple languages.
• Apply customer-centric thinking to address needs for a positive experience.
• Use analytical thinking to diagnose issues and improve processes.
• Manage workload prioritization to address queries in a timely manner.
• Demonstrate commercial competence by understanding the value proposition.
• Engage in conflict management to de-escalate situations and find resolutions.
• Contribute to business process improvement with innovative ideas.
• Maintain awareness of sustainability in customer interactions.
• Understand and empathize with customer emotions to provide support.
• Adhere to agility core practices to adapt to changing customer needs and priorities.

Skills

Fluent English

German language

French language

Customer-facing experience

Communication skills

Analytical thinking

Problem solving

Workload prioritization

Conflict management

Emotional intelligence

Adaptability

Agility core practices

Job description

bp pulse is seeking a Customer Care Advisor to provide German and English support across multiple channels, resolving inquiries with a customer-centric approach and strong communication. You will join a diverse team delivering positive experiences for customers.

The role involves working a 3-on, 3-off, 12-hour shift in a hybrid office/remote setup, using analytical thinking and problem-solving to improve processes and drive value while upholding sustainability principles.