Customer Service Officer (6 Months FTC)

TotalEnergies; Watford; On-site; GBP 28,000 - 38,000; Full time

Job summary

TotalEnergies in Watford, United Kingdom, is seeking a Customer Service Associate to provide commercial and technical support via CRM, manage contract lifecycles, onboarding, orders for cards or toll badges, renewals, and validation in ERP/CRM tools after approval from leadership. The role emphasizes customer satisfaction and efficient processing of inquiries.

You will handle inbound calls, emails, and workflow tasks, optimize contract processing, coordinate card/badge production, and support

Qualifications

• 3 years of significant experience in customer service.
• Proactive, autonomous and highly organized with good communication.
• English proficiency required; proficient with CRM and MS Office.

Responsibilities

• Provide commercial and technical support to clients via CRM.
• Promote value-added services and manage full lifecycle of contracts with sales teams.
• Onboard and train new clients; contract entry, orders for cards or toll badges, renewals.
• Support clients with card/badge production tracking, fraud cases and self-service portal.
• Ensure customer satisfaction through effective use of tools and outbound communications.
• Handle inbound calls, manage mail, and validate contracts in Gescom after MD approval.
• Optimize contract processing and card/badges ordering; follow up manufacturing/shipping.
• Record discounts and approval levels; manage credit notes and rebates.
• Manage and analyze customer claims; ensure timely responses (SLA); escalate as needed.
• Manage fraud cases and interdictions; ensure databases and contracts updated in CRM.

Skills

Customer service

Autonomy

Adaptability

Responsiveness

Availability

Organizational skills

Team spirit

Tools

Microsoft Office

CRM

Telephone systems

Job description

• 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

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

Experience /Skills Required

• 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) Languages: English