Customer Service Technical Support Advisor with German

Recruiter: Viktoria Pálfi- Vincze

Hiring Manager: István Reményik

Career Grade: F

About BT (British Telecommunications)

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions, and services. We also provide managed telecommunications, security, and network and IT infrastructure services to customers across 180 countries.

BT in Hungary

BT has been operating in Hungary since 1999. In addition to its sales office for the EMEA region, the company established its business service centre, BT ROC, in Hungary in 2007, with offices in Budapest and Debrecen. The Hungarian hub handles a wide range of client services including managed services, project management, business administration, high value-add network and service design and a lot more. Our complex operations enables colleagues to participate fully in the customer journey. BT ROC has been awarded with Randstad’s Most Attractive Employers award – TOP 2 for the second time in a row, ensuring recognition of its commitment to providing an outstanding work environment. We are dedicated to employee satisfaction, professional growth, and a supportive, diverse, and inclusive workplace culture. 

What you’ll be doing?

Are you interested in joining a dynamic and supportive community? Do you enjoy tackling challenges? Are you adaptable, with strong problem-solving skills and a can-do attitude? Do you speak both German and English fluently? If so, this position might be the perfect fit for you!

We are seeking agile, talented, and proactive individuals to support our major German automotive clients. In this role, you will play a key part in ensuring the smooth production of vehicles. This is a critical position at the heart of our operations, offering excellent insight into our processes and products. It provides a strong foundation for a career within a multinational company and offers valuable exposure to service operations, as well as an understanding of the global network that connects our operations worldwide.

Your main responsibilities:

Maintaining communication with both customers and resolvers (internal and external). IMPORTANT: This is a B2B (business-to-business) relationship, so you will interact with our customers on behalf of BT, engaging with companies rather than individuals.

Informing customers about the progress of ongoing resolutions and keeping them updated on the status of their issues.

Coordinating resolver teams, ensuring that the right resources are allocated and that the resolution process proceeds smoothly.

Tracking and following up on your assigned incidents to ensure they are resolved within the agreed timelines.

Intervening, when necessary, to accelerate the resolution process. This may include initiating escalations if a situation requires more immediate attention.

This role operates on a 24/7 basis, with schedules provided a month in advance. We are flexible and open to rescheduling if needed to accommodate your personal preferences.

Skills of our successful candidates:

Customer Focus: The ability to communicate with customers in a way you would want to be treated when using a service. Demonstrating professionalism with clarity and straightforwardness in all interactions.

Teamwork: Working collaboratively with your direct BT team and across departments. A positive, can-do attitude is essential, fostering a supportive work environment.

Taking Ownership: Viewing every task and request as your own responsibility. Demonstrating dedication, initiative, and a willingness to go the extra mile to deliver results.

Problem-Solving: Proactively identifying solutions to issues and challenges. In case of failure, you’ll be committed to analyzing the root causes, learning from the situation, and helping others avoid similar problems in the future.

Eagerness to Learn: A passion for continuous improvement and staying updated with new technologies and processes. Familiarity with tools such as SNOW (ServiceNow), Putty, Outlook, and Teams is a plus.

Language Proficiency: Confident and fluent in both German and English at a professional level. You should be able to easily communicate in both languages, both in writing and verbally.

Time Management: Ability to effectively manage time and prioritize tasks in a fast-paced environment, ensuring deadlines are met without compromising quality.

Technical Awareness: A basic understanding of IT infrastructure, troubleshooting methods, and how to use various service management tools effectively.

What we offer

Compensation and benefits:
•    Correct salary with extra allowances (~15-20% extra to your base salary)
•    Cafeteria package  - HUF 600,000/ year
•    Performance-based bonus 
•    Comprehensive private health care package for all the employees, which can be extended to family members
•    Nursery support for mothers returning from maternity
•    Extended paternity leave: 10+10 day fully paid days
•    Commuting allowance
•    Home office allowance
•    Employee discount opportunities 
•    Highly affordable mobile packages for the family as well

Employee Assistant Program (financial support, lawyer support, psychological support)

Work atmosphere and community:
•    New high-class offices both in Budapest and Debrecen
•    Wide-range of company and community programmes (LGBTQ+, Christian, Running, Hiking, Volleyball, Dancing classes, Yoga, Basketball, Board game)

Flexibility:
•    Family-friendly culture
•    Smart working approach (hybrid working model, 3 together, 2 wherever)

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.