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Customer Service Advisor

2 weeks ago

Norwich, United Kingdom World Fuel Services Full time

At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Overseeing all customer service and administrative tasks in relation to customers using our Monthly Payment Scheme (MPS) including but not limited to:

- Responsibilities:

- Setting up MPS accounts on behalf of customers
- Conducting credit checks for prospective MPS Customers and working with the depots to manage deliveries for customers who fail Confirming Direct Debit details and setting up via a mandate script
- Liaising with customers regarding their monthly payment amounts, current and future usage and any issues likely to arise
- Working closely with the Finance and Exposure Control teams to ensure all accounts remain in balance and any shortfalls are identified and paid promptly
- Conducting all administrative tasks involving the Monthly Payment Scheme
- Monitor and contact lapsed and lapsing customers to minimise customer churn
- Handling accounts on behalf of deceased customers and their families sensitively
- Cleanse and follow up at Domestic customer year end to ensure data remains up to date and relevant
- Working closely with Customer Services and Operations teams to remedy any issues with orders placed by MPS customers
- Help identify areas of efficiency in process and speed of customer approvals
- Work to ensure MPS customers where needed adopt a paperless environment
- From time to time you may be asked to complete general customer service activities
- PERSON SPECIFICATION (BACKGROUND AND SKILLS):

- Good Excel and Microsoft Office Package Skills Excellent Telephone Manner
- Outgoing Domestic customer call experience Customer Conflict and Dispute Resolution Ability to prioritise Work
- A great Team Player
- Adaptable and Flexible to Change in Business Process
- #LI-JK1