Context & Environment
- AS24 UK & ireland is a subsidiary of AS24 SAS France, itself a subsidiary of the TotalEnergies Company, operating within a highly integrated international environment.
- Strong business growth requires the continuous adaptation of NFR offer, station network, processes, and workforce organization. The market is highly competitive and subject to rapid changes, demanding agility, responsiveness, and robust financial risk management.
- The environment is shaped by a broad range of international challenges, including human resources, local legislation, European regulations, compliance, and cross-cultural collaboration.
- AS24's business model relies on strong interdependence between subsidiaries, with issuing and acceptance activities closely interconnected. As a result, local decisions and performance can have a direct impact on the overall network
Activities
Customer Satisfaction
- Provide commercial and technical support to clients across all products and services via the CRM (Cases)
- Contribute to promote value-added services
- Manage the full lifecycle of customer contracts in collaboration with field and office sales representatives: onboarding/training of new clients, contract entry, orders for cards or toll badges, contract amendments/modifications, renewals, and validation in ERP/CRM tools following approval from the CSM or NSM
- Support clients with their requests: tracking the production and shipment of cards or badges, handling abnormal fuel transactions, fraud cases, and assisting clients with the self-care platform (customer portal)
- Ensure customer satisfaction by leveraging internal tools and outbound communication channels (customer requests/complaints, ticketing, outbound calls, email campaigns, etc.)
Customer Service Operations:
- Contribute to customer satisfaction
- Handle inbound calls, manage incoming/outgoing mail
- Create, modify and validate contracts and supports in Gescom after MD approval.
- Optimize contracts processing and cards/badges ordering. Follows up the manufacturing and shipping of cards and badges.
- Record discount and their approval by National Sales Manager / MD / Zone Manager in line with delegation levels
- Manage cards and badges interdictions and handle the validation of credit notes and end-of-period rebates.
- Manage and analyze customer claims, ensure a proper answer is given to customer in an acceptable period of time (SLA)
- Escalate claims to other affiliates or headquarters whenever required
- Manage fraud cases and analyze exceeding limits and interdictions.
- Manage manual acceptance authorisation
- Ensure customer databases and contracts are updated in digital platforms and CRM tools
Procedures & Tools:
- Process files in compliance with AS24 procedures and update them when necessary
- Contribute to the stabilization of tools and processes by sharing experiences and concretes use cases
- Contribute to the update of knowledge management and ensure it is shared with the team
- Manage fuel orders, optimizing the orders according to time and fuel prices
- Maintain the stock follow-up file up to date and accurate
- Prepare the prices and submit them for MD approval
- Coordinate the yearly fuel tender
Candidate Profile
- 3 years of significant experience in customer service
- Autonomy / adaptability / responsiveness / availability / excellent organizational skills and Team spirit
- Strong customer relationship skills
- Proficient in basic computer tools and digital solutions (Microsoft, CRM, telephone systems)
- Languages: English
Domain: Sales & Marketing
Type of contract: Fixed term position
Experience: Minimum 3 years
Employer company: AS 24 FUEL CARD LIMITED