{"id":2284511,"url":"https://alion.io/job/bp-customer-care-support-advisor-german-language","title":"Customer Care & Support Advisor (German Language)","company":{"id":2557,"name":"BP","domain":"bp.com","url":"https://alion.io/company/bp-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":25,"ghost_share":0,"stale_share":0.72,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":24000,"period":"year","method":"role_country_seniority_unknown","sample_n":100},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-08-21T00:00:00Z","employer_posted_date":"2026-08-21","last_verified_at":"2026-10-20T07:05:57Z","board_verified":false,"closed_at":"2026-10-20T07:05:57Z","days_open":60,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":60},"description":"Job Family Group:\nBusiness Support GroupJob Description:\nOverall Job Purpose\nYou 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.\n\nYou will handle a diverse range of inbound and outbound communications, resolving queries on first contact while demonstrating empathy and accuracy.\n\nYou will be responsible for supporting the brand's reputation through professional and proactive communication, contributing to the overall customer experience and continuous improvement.\n\nYou will champion bp pulse products and services by staying up to date on developments in our market-leading charging network.\n\nYou will manage, monitor, and respond to customer inquiries including complex or sensitive cases, while ensuring compliance with data privacy and reporting protocols.\n\nYou will play a key role in supporting our expanding global customer base in the EV ecosystem, across B2C, B2B and Demand Partners.\n\nProvide specialized support services includingaccount deletion,processing receipts and refunds, and responding to social media inquiries\n\nYou will also support the onboarding and upskilling of new frontline team members through knowledge sharing where required.\n\nKey Responsibilities & Tasks\nAct as the first line of support for all customer types, identifying needs and resolving queries efficiently and empathetically.\n\nManage own caseload of customer interactions, ensuring SLA adherence and exceptional service quality.\n\nInvestigate and resolve customer dissatisfactions and complaints in a timely and compliant manner.\n\nRaise and liaise with internal teams to ensure case closure and customer satisfaction.\n\nRespond and educate through social media, review platforms, and public forums to promote understanding of the EV experience.\n\nUse multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions.\n\nEnsure data privacy adherence and accurate handling of DSARs or related requests.\n\nIdentifying continuous improvement opportunities through insights and metrics.\n\nStrong verbal and written communication skills, adaptable for different customer touchpoints\n\nA positive, proactive attitude with the ability to work collaboratively and independently\n\nFlexibility and resilience to manage evolving processes and workload\n\nCompetent in managing sensitive customer data securely, including account deletions and refund processes\n\nStrong multitasking ability to manage customer interactions and administrative tasks efficiently\n\nDimensionsand SMART outcomes\nSLA adherence across all channels supported \nFirst contact resolution \nCustomer Advocacy \nEngagement \nTone of Voice \nKnowledge & Experience\nExperience in managing complex customer service interactions across multiple channels\nStrong background in contact centre operations or service environments\n\nExperience using CRM platforms like Salesforce and telephony tools like Amazon Connect\n\nAbility to remain calm under pressure and manage sensitive issues\n\nExperience in knowledge management or customer communications is desirable\n\nExperience in training or coaching in a customer service environment\n\nComfortable managing customer data securely and in compliance with privacy regulations\n\nStrong analytical skills and attention to detail\n\nExperience in reporting and providing data-led insights\n\nAbility to work independently and in a team across a hybrid or hub setup\n\nEducation, Qualifications & Certifications\nDiploma or Degree or equivalent experience in Business Administration, Communications, Information Technology, or related field\nCertification in Customer Service (e.g.,ICCM Certified Customer Service Professional,HDI Customer Service Representative)\nCertification in Contact Center Operations or Management (e.g.,COPC® Certification)or any relevant qualification \nCompetency and Behavioral Expectations\nDemonstrate bp pulse and bp values through daily interactions and responsibilities\n\nDeliver high-quality customer care through resilience, adaptability, and accountability\n\nContribute to a collaborative and motivated team culture\n\nDemonstrate digital fluency and understanding of service center technologies\n\nTake initiative in problem-solving and continuous improvement\n\nOther\nLanguage: German & English (written and spoken)\nWilling to work a 12-hour rotating shift pattern across 24/7 operations (noonshift that is 2pm to 2.15pm and a total night shift)\n\nWilling to work weekends and public holidays, as required.\n\nAt bp, we provide the following environment and benefits to you!\nA 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\n\nPossibility to join our social communities and networks\n\nLearning opportunities and other development opportunities to craft your career path\n\nLife and health insurance, medical care package\n\nAnd many other benefits.\n\nWe 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, age, marital status, veteran status, or disability status!\nTravel Requirement:\nNo travel is expected with this roleRelocation Assistance:\nThis role is not eligible for relocationRemote Type:\nThis position is a hybrid of office/remote workingSkills:\nAgility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization.\n\n Legal Disclaimer:\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.\nIf you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.","description_format":"text","description_chars":6738,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Relocation assistance"],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Energy & Utilities","Fossil Fuels","Oil & Gas"],"lifecycle":[{"event":"open","at":"2026-10-11T13:07:29Z"},{"event":"close","at":"2026-10-20T07:05:57Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/bp-customer-care-support-advisor-german-language","json_url":"https://alion.io/job/bp-customer-care-support-advisor-german-language.json","meta":{"generated_at":"2026-10-25T00:51:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1325,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2557},"rest":"https://alion.io/mcp/rest/get_company?id=2557"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbp-customer-care-support-advisor-german-language"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbp-customer-care-support-advisor-german-language"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbp-customer-care-support-advisor-german-language"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bp-customer-care-support-advisor-german-language\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbp-customer-care-support-advisor-german-language"}]}