Customer Care & Support Advisor (German Language)

As a Customer Care & Support Advisor (German Language) at Bp, 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.

Your key responsibilities will include:

• Acting as the first line of support for all customer types, identifying needs and resolving queries efficiently and empathetically
• Managing your own caseload of customer interactions, ensuring SLA adherence and exceptional service quality
• Investigating and resolving customer dissatisfactions and complaints in a timely and compliant manner
• Raising and liaising with internal teams to ensure case closure and customer satisfaction
• Responding and educating through social media, review platforms, and public forums to promote understanding of the EV experience
• Using multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions
• Ensuring data privacy adherence and accurate handling of DSARs or related requests
• Identifying continuous improvement opportunities through insights and metrics

You will need to have:

• 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
• Experience in reporting and providing data-led insights
• Ability to work independently and in a team across a hybrid or hub setup

Bp offers a range of benefits, including:

• A company culture where diversity and teamwork are valued
• Possibility to join social communities and networks
• Learning opportunities and development opportunities to craft your career path
• Life and health insurance, medical care package