Global Customer Support & Contracts Specialist

TotalEnergies; Watford; Vor Ort; GBP 28.000 - 36.000; Vollzeit

Zusammenfassung

TotalEnergies is hiring in the UK for a Customer Service Operations role focused on supporting clients across products via CRM. You will manage onboarding, contracts, orders for cards/toll badges, renewals, and issue resolution with a focus on accuracy and timely responses.

You will contribute to value-added services, handle inquiries, manage contracts in Gescom, and coordinate with sales teams. The role emphasizes customer satisfaction, data quality, and cross-functional collaboration in a

Qualifikationen

• 3 years of significant experience in customer service.
• Autonomy, adaptability, responsiveness, availability and excellent organizational skills with strong team spirit.
• Strong customer relationship skills.
• Proficient in basic computer tools and digital solutions (Microsoft, CRM, telephone systems).

Aufgaben

• 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.).
• 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

Kenntnisse

Customer service

Autonomy

Adaptability

Responsiveness

Organizational skills

Team spirit

Customer relationship

CRM

Microsoft Office

Telephone systems

Tools

CRM

Microsoft Office

Telephone systems

Jobbeschreibung

TotalEnergies is hiring in the UK for a Customer Service Operations role focused on supporting clients across products via CRM. You will manage onboarding, contracts, orders for cards/toll badges, renewals, and issue resolution with a focus on accuracy and timely responses.

You will contribute to value-added services, handle inquiries, manage contracts in Gescom, and coordinate with sales teams. The role emphasizes customer satisfaction, data quality, and cross-functional collaboration in a