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Customer Service Manager

3 months ago

London, UK, United Kingdom TotalEnergies Full time

Activities

  • Liaise with stakeholders to improve Customer Journey and Daily Operations.
  • Directly manage and support the Customer Service Advisors and provide class-leading customer service to external and internal customers.
  • Manage and evaluate the call Centre solution (operational & customer journey).
  • Develop and motivate the Customer Service Advisors through training, coaching and participation in company initiative.
  • Supervise Customer Master Data Management with DPO’s assistance.
  • Work with TCS UK CoDir to define levels of service, KPI’s, and new business opportunities (in line with roadmap).
  • Provide and present activity reports and Business Reviews to the wider teams and Management. • Credit Control assistance and processes implementation.
  • Enhance operational structure & develop process flows with a view towards continual improvement and alignment with TCS UK processes and controls in place.
  • Ensure due diligence, ethical & compliance rules are followed.
  • Contribute to the identification, mapping, and evaluation of the EV business related risks to define action plan with Internal Controller in line with Company methodology.
  • Approval of Purchasing orders and Credit Notes within DoA; including manual and MBC refunds processing.

Qualifications

  • Business/Marketing Degree preferable.
  • Min 3 years’ experience in Administration Management.
  • Management experience in a blue-chip organization (ideally in a sale driven business or call centre).
  • Budget management experience.
  • Ability to provide effective leadership and direction.
  • Experience of working within ISO framework – documentation, procedures, audit preferable.
  • Takes opportunities to improve performance and processes as required.
  • Strong technical skills