Customer Service Officer (6 Months FTC)
Posted Updated
Customer Satisfaction
- Provide commercial and technical support to clients across all products and services via the CRM (Cases)
- Contribute to promote value-added services
- Manage the full lifecycle of customer contracts in collaboration with field and office sales representatives: onboarding/training of new clients, contract entry, orders for cards or toll badges, contract amendments/modifications, renewals, and validation in ERP/CRM tools following approval from the CSM or NSM
- Support clients with their requests: tracking the production and shipment of cards or badges, handling abnormal fuel transactions, fraud cases, and assisting clients with the self-care platform (customer portal)
- Ensure customer satisfaction by leveraging internal tools and outbound communication channels (customer requests/complaints, ticketing, outbound calls, email campaigns, etc.)
Customer Service Operations:
- Contribute to customer satisfaction
- Handle inbound calls, manage incoming/outgoing mail
- Create, modify and validate contracts and supports in Gescom after MD approval.
- Optimize contracts processing and cards/badges ordering. Follows up the manufacturing and shipping of cards and badges.
- Record discount and their approval by National Sales Manager / MD / Zone Manager in line with delegation levels
- Manage cards and badges interdictions and handle the validation of credit notes and end-of-period rebates.
- Manage and analyze customer claims, ensure a proper answer is given to customer in an acceptable period of time (SLA)
- Escalate claims to other affiliates or headquarters whenever required
- Manage fraud cases and analyze exceeding limits and interdictions.
- Manage manual acceptance authorisation
- Ensure customer databases and contracts are updated in digital platforms and CRM tools
Procedures & Tools:
- Process files in compliance with AS24 procedures and update them when necessary
- Contribute to the stabilization of tools and processes by sharing experiences and concretes use cases
- Contribute to the update of knowledge management and ensure it is shared with the team
- Manage fuel orders, optimizing the orders according to time and fuel prices
- Maintain the stock follow-up file up to date and accurate
- Prepare the prices and submit them for MD approval
- Coordinate the yearly fuel tender