Customer Relations Executive TotalEnergies

Customer Relations Executive
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.