Assist in leading the team to meet/exceed business objectives ensuring all individual KPI’s are constantly hit. Act as a role model to the team, consistently performing to target and demonstrating to Customer Account Executives how this can be consistently achieved, whilst displaying best practices. To retain customers by managing and exceeding expectations through delivery of a quality service that focuses on our customer centric approach.
What you’ll be doing
Support Team Leader and cover their role where they are absent. Proactively manage a workbook/portfolio of customers on a daily basis. Support new starters through a 90 day plan and assist in ensuring they are at the required level to successfully pass their probation. Allocate workload on a daily basis using exceptional organisational and resource planning skills. Provide and govern day to day activities to the team, ensuring all goals are achieved through teamwork and a shared vision. Handle and resolve complaints/escalations from Customer Account Executives. Complete Call Quality reviews to ensure all calls are conducted in a professional manner and work with the Performance Improvement Manager to effectively manage the PiP process and to ensure high level of accuracy when completing tasks. Report daily and as required to the Team Leader on team/individual performance.
FLEETCOR is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.
All offers of employment made by FLEETCOR (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with FLEETCOR’s Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.
FLEETCOR is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.
Notice to Agency and Search Firm Representatives: FLEETCOR will not accept unsolicited CV’s from agencies and/or search firms for this job posting. Resumes submitted to any FLEETCOR employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of FLEETCOR. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Customer Service Specialist