Customer Care & Support Advisor (German Language)

BP Business Service Centre Asia Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Life and health insurance

Medical care package

Job summary

BP is seeking a Customer Care & Support Advisor fluent in German to serve EV customers and charge point hosts across phone, email, live chat and social media. You will manage a diverse stream of inquiries, resolve issues on first contact, and uphold data privacy standards while maintaining a high level of customer satisfaction.

You will work with Salesforce and Amazon Connect to document actions, monitor SLAs, and contribute to continuous improvement as BP expands its global EV ecosystem support

Qualifications

• Fluent in German and able to communicate clearly across voice, email, chat and social channels.
• Experience handling customer queries across multiple channels with empathy and accuracy.
• Strong understanding of data privacy and DSAR handling.

Responsibilities

• Act as the first line of support for all customer types and resolve queries efficiently.
• Manage own caseload with SLA adherence and high service quality.
• Investigate and resolve dissatisfactions and complaints in a timely, compliant manner.
• Raise and liaison with internal teams to ensure case closure and customer satisfaction.
• Respond and educate through social media and public forums to promote EV understanding.
• Use systems like Salesforce and telephony tools to document actions.

Skills

German language

Multichannel support

Customer service

Data privacy

SLA management

Communication skills

Empathy and professionalism

Tools

Salesforce

Amazon Connect

Job description

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.

Key responsibilities

• 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
• Identify continuous improvement opportunities through insights and metrics
• Provide specialized support services including account deletion, processing receipts and refunds, and responding to social media inquiries
• Support the onboarding and upskilling of new frontline team members through knowledge sharing where required

About you

• 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
• 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
• Strong analytical skills and attention to detail
• A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
• Possibility to join our social communities and networks
• Learning opportunities and other development opportunities to craft your career path
• Life and health insurance, medical care package

About us

At bp, we provide an environment and benefits focused on respecting diverse and unified teams, celebrating achievements, and fostering a culture of giving back to the environment. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

BP is changing the way the world lives. We are one of the world’s largest energy companies with a span of business that includes exploration, production, refining, trading and distribution of energy.

Malaysia is also the site for the Global Business Service Centre (GBS) Asia delivering value-added services, process standardization and transformation throughout BP’s global delivery capabilities and enabling technologies. As the global centre for bp Group Finance, Human Resources, Procurement, Integrated Supply and Trading, Group Audit and Tax, we are also the regional hub for lubricants in the Asia Pacific region.

BP is changing the way the world lives. We are one of the world’s largest energy companies with a span of business that includes exploration, production, refining, trading and distribution of energy.

Malaysia is also the site for the Global Business Service Centre (GBS) Asia delivering value-added services, process standardization and transformation throughout BP’s global delivery capabilities and enabling technologies. As the global centre for bp Group Finance, Human Resources, Procurement, Integrated Supply and Trading, Group Audit and Tax, we are also the regional hub for lubricants in the Asia Pacific region.