Customer Interaction & Support
- Serve as the initial point of contact for retail consumers regarding site experience concerns.
- Provide exceptional customer service to both external customers and internal team members.
- Handle verbal and written enquiries in a professional, friendly, and timely manner.
- Communicate retail marketing program information, fuel quality claims, policy details, and product fulfilment.
- Provide assistance with site locator, fuel issues, and general complaints.
Issue Resolution & Escalation
- Manage complaint resolution, including identifying root causes and implementing corrective actions.
- Ensure accurate ticket creation and collect essential information for resolution teams.
- Transfer knowledge during shift changes for continuity in critical incidents and ensure smooth handovers.
System Usage & Documentation
- Maintain a high level of proficiency with communication and data systems, including telephone systems, electronic ticketing tools, notification systems, Microsoft Office, and Windows.
- Keep knowledge documents up to date, including call contact lists, escalation paths, and business notification requirements.
- Complete special assignments such as supporting data systems, updating documentation, and contributing to knowledge base activities.
Continuous Improvement & Collaboration
- Actively participate in continuous learning to deepen understanding of business operations and emergency response systems.
- Identify process inefficiencies and recommend improvements.
- Collaborate across teams to perform user acceptance testing (UAT) and assist with system and process enhancements.
- Build and maintain strong working relationships with customers and internal business stakeholders.
Required Skills & Experience
- Bachelor's degree in Economics, Business, Finance, Accounting, or a related field.
- Minimum 57 years of experience in customer service roles within established organizations.
- Superior communication skills, both verbal and written.
- Proven ability to work effectively in teams and with cross-functional partners.
- Strong problem-solving and organizational skills.
- Experience in maintaining and enhancing knowledge bases.
- Ability to analyze and escalate unique incidents beyond scripted guidelines.
Desirable Criteria
- Retail experience, preferably in a convenience store or fuel retail environment.
- Familiarity with food service or facility equipment in retail settings.
- Understanding of customer behavior and retail operations.
- Strong time management, self-motivation, and ability to manage multiple tasks.
