The Customer Relations Executive (CRE) is the key point of contact between TotalEnergies and existing, potential, and inactive customers. The role holder is expected to receive calls from customers and respond to their questions as well as address any concerns they may have. It includes handling inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.
Roles and Responsibilities
• Handle & manage inbound and outbound calls to/from customers.
• Complete call logs/ customer interactions and document all information according to the standard operating procedure.
• Meet/exceed call center metrics, such as call volume, average call handling time, and customer satisfaction
• De-escalate situations involving dissatisfied customers and escalate all major issues in real time for resolution.
• Handle and follow up on all customer complaints/inquiries/feedback received through all points of contact and follow through until resolution.
• Provide accurate and complete information to customers about products, services and seize opportunities to upsell.
• Review and update customer database and ensure it has correct information at all times.
• Collect, analyze and leverage customer data to generate sustainable growth
• Prepare and disseminate reports for decision making based on the analysis done.
• Build sustainable relationships by engaging customers and going an extra mile to deliver on the TotalEnergies customer promises.
Candidate profile
• Bachelor’s degree in any related field.
• Previous experience in a customer support role is an added advantage
• Strong communication, both written and verbal
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in fast-paced environments
• Phone skills, including familiarity with complex or multi-line phone systems
• Proficiency with computers, especially with CRM software
• Customer focus and ability to handle stressful situations appropriately
• Strong problem solving- skills.
• Proficiency in three(3) local languages and Swahili is an added advantage.
• Willing to work in shifts
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