Job Description
- The CRE will act as a primary point of contact for TotalEnergies customers
- Communicate with current and potential clients via telephone, email, online chat, or social media in a professional and timely manner.
- Provide customers with the TotalEnergies service and product information.
- De-escalate stressful situations by maintaining a courteous and calm manner at all times.
- Complete call notes and call reports as necessary and updating them in the CRM tool. Up-sell and Cross-sell TotalEnergies products and services. Complaint/Inquiry Management
- Handle customers issues/complaints and follow issues through to resolution.
- Resolve customer complaints regarding our product, services, and processes.
- Identify & escalate priority issues to the appropriate departments.
- Provide timely feedback to the customer as per the company guidelines.
- Keep accurate records and document customer service corrective actions and discussions
- Deliver prompt and professional solutions to customers` inquires in liaison with the other business teams. Customer Database
- Update the affiliate’s customer database.
- In liaison with the business teams the CRE will engage dormant & inactive customers in order to onboard these customers back
Candidate profile
- A degree in Business administration, international business, or Marketing related field from a reputable University
- At least 2 years of Practical Experience in handling clients/customers
- Call center exposure is highly preferred
- Strong interpersonal skills and an ability to build rapport with customers
- Strong communication skills.
- Relationship-Building Skills
- Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
- Excellent organizational skills.
- Strong listening skills, problem-solving skills
- Previous customer care experience and an organized approach to work is an added advantage.
- Must be Fluent in English and 2 or more local languages.