Context & Environment
Source London as part of TotalEnergies continues to provide the confidence to switch to electric vehicles by enhancing its citywide infrastructure with a diversity of technology that encourages the uptake of EV ownership, improves the customer experience and supports London’s ambition to be one of the world’s leading zero-emission cities.
We are looking for an enthusiastic, reliable, confident and independent Customer Service Advisor who will deal will all requests sent by Source London customers, membership sales and approvals, helping customer in updating customer payment details on their accounts, uploading vouchers to customer accounts, credit note creations and assisting Customer Service & Solutions Manager in day-to-day tasks to ensure smooth transition and migration to Total tools and systems. The position will be within the Solutions and Customer Service Department, under the responsibility of the Deputy Customer Service Manager and working closely with the Operational and Commercial/Marketing teams.
Activities
- Issuing and sending new membership cards to customers
- Following-up of outstanding invoices; ensuring correct payment details are reflected in the system
- Processing manual application of vouchers on customer accounts
- Dealing with increasing customer claims and technical issues post-migration onto TotalEnergies systems
- Treating and resolving tickets created by Customer Relation Centre (including Level 1 tickets rating)
- Identifying and preparing credit notes for approval • Calling customers to finalise subscriptions or promptly address their queries
- Assisting Customer Service Team with increased workload post migration to new systems (testing new features)
- Assisting in development of documented procedures with a view towards continual improvement
- Carry out reporting and analytics to present during meetings with management
- Assisting with the training of new staff
- Raising Quotes, POs and Receipts in MBC
- As one of the key voices of the company, promote and represent Source London in customer facing activities
- Understand Source London objectives to help drive Source London sales and increase customer satisfaction
- Flag and report to the relevant teams any critical/sensitive issues raised
In relation to Health, Safety and the environment you have duty to take reasonable care of yourself and of other persons who may be affected by your acts or omissions at work, this means following company rules, training and instruction as necessary, to actively participate in achieving HSE goals and objectives and report any unsafe acts or hazardous conditions and take proactive steps where possible to prevent loss or damage.
Candidate Profile
- Strong Customer Service and Sales knowledge with minimum 3 years’ experience in similar positions
- Clear and concise communication skills, ability to communicate at all levels both internally and with customers
- Strong organizational skills, ability to multi-task, detail oriented
- Takes opportunities to improve performance and processes as required
- Confident, thorough and collaborative
- Aptitude to work independently
- IT/Microsoft Office proficient (Outlook, Word, Excel, Powerpoint…)