Customer Service Officer (6 Months FTC)

TotalEnergies Group; Watford; Remote; GBP 32,000 - 42,000; Full time

Job summary

AS24 UK & Ireland in Watford is seeking a customer service professional to support clients across products and services, handling contracts and orders via ERP/CRM tools.

You will manage onboarding, renewals, card or toll badge orders, and respond to requests, tracking production and shipping, resolving issues, and ensuring SLA compliance.

The role requires 3 years in customer service, strong IT skills, and proactive communication within a multinational environment.

Qualifications

• Minimum 3 years of experience in customer service.
• Strong organizational and time-management skills.
• Proficient with Microsoft Office, CRM platforms, and telephone systems.

Responsibilities

• Provide commercial and technical support to clients across all products and services via the CRM (Cases).
• Promote value-added services and manage the full lifecycle of customer contracts with field and office sales teams: onboarding, training, orders for cards or toll badges, renewals, and ERP/CRM validation.
• Support clients with requests: tracking production/shipment of cards/badges, handling fraud cases, and assisting with the self-service platform; ensure SLA compliance.

Skills

Customer service experience

Communication skills

Organizational skills

Tools

CRM software

Microsoft Office

Telephone systems

Job description

Ciudad WATFORD

Workplace location WATFORD-34 CLARENDON RD(GBR)

Empresa empleadora AS 24 FUEL CARD LIMITED

• AS24 UK & ireland is a subsidiary of AS24 SAS France, itself a subsidiary of the TotalEnergies Company, operating within a highly integrated international environment.
• Strong business growth requires the continuous adaptation of NFR offer, station network, processes, and workforce organization. The market is highly competitive and subject to rapid changes, demanding agility, responsiveness, and robust financial risk management.
• The environment is shaped by a broad range of international challenges, including human resources, local legislation, European regulations, compliance, and cross-cultural collaboration.
• AS24's business model relies on strong interdependence between subsidiaries, with issuing and acceptance activities closely interconnected. As a result, local decisions and performance can have a direct impact on the overall network

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.
• 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

• 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 casesContribute to the update of knowledge management and ensure it is shared with the team

Supply and pricing management :

• 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

• 3 years of significant experience in customer service
• Autonomy /adaptability / responsiveness / availability / excellent organizational skills and Team spirit
• Proficient in basic computer tools and digital solutions (Microsoft, CRM, telephone systems)