Customer Service Officer

6 months ago

Richmond, Australia FleetPartners Full time

**ASX 300 listed financial services organisation**:

- **Flexible & hybrid working arrangements**:

- **Melbourne location**

**Do you want to**:

- work in an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued?
- understand the strategic direction of your organisation and how your effort contributes to success?
- work in an inclusive environment who is proudly a WGEA Employer of Choice for Gender Equality?
- work for a climate Active CERTIFIED Carbon Neutral fleet management organisation?
- be recognised and rewarded for your performance?
- work for an organisation where ‘C-A-R-E’ are their values?
- have career opportunities, a voice that’s heard, and a fast-paced, dynamic yet flexible working environment?

If so, then Fleetartners might be the place for you.

FleetPartners Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management. We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.

**Who we’re looking for**:

- Assist with administrative requests and customer service queries from SME Direct, Broker and Partner channels.
- Provide unsurpassed customer service standards via communication and relationship management, ensuring a customer experience that underpins the company’s value proposition;
- Assist Account Managers and Sales Consultants to achieve planned business targets and objectives
- Operate under continuous improvement philosophy; continuously improving cycle times and customer query resolution to improve the overall customer experience
- Meet agreed team targets and KPIs to achieve planned business objectives;
- Uphold our CARE values

**What you’ll be doing**:
**Customer Service and Relationship Management**
- Manage and develop strong internal relationships right across the FleetPartners team
- Display a sales and customer service focus at all times
- Assist SME Account Management team with the management of existing client portfolios via administrative and project support. Delivering exceptional fleet management via
- Working collaboratively within a team to Ensure that all day to day client enquiries are answered efficiently and within agreed timeframes/KPI’s
- Complete transactional enquires from the client
- Assist with the management of end of lease portfolio and ensure all vehicles are returned, replaced or extended.
- Provide administrative assistance i.e. driver changes, cost centre changes etc
- Prepare quotations as required within quote turnaround time and ensure follow through
- Assist in placing vehicle orders and obtaining Insurance COC’s to ensure deliveries
- Maintain customer information/Update CRM Salesforce system
- Manage and develop strong relationships with customers
- Other ad hoc projects set within the SME team
- Provide overflow assistance when required if Sales Consultant/ Account Manager or CSO is away from the business

**Reporting**
- Accurate and timely
- Action fuel card report
- Action settlements report and address compliance issues
- Assist in executing a plan for continuous improvement and implementation
- Other duties as required

**Key Performance Indicators**
- Accountable and responsible for managing personal performance in line with the ‘big picture’ of the organisation and the business plan, ensuring the relevant KPIs are understood and achieved
- Assist Account Managers to manage end of lease vehicles efficiently and assist customers with termination quotes, transport requests and purchase prices.
- Assist with collection of data inclusive of compliance issues, certificate of currencies etc.
- Preparation of quotes, processing of orders (as required)
- Support SME Team with the management and follow through of client inquiries and any tasks provided by Account Managers
- Maintain and build existing and new client relationships
- Promote benefits of FleetPartners and Fully Maintained Operating Leases to customers
- Accurate Client data management and updates across ERP and Salesforce systems

**Operations and Procedures**
- Adhere to all company policies and procedures
- Maintain an environment that ensures health and safety of employees, and that is compliant with current legislation, and company policy
- Promote appropriate work / life balance within the business
- Promote FleetPartners as a “first choice” employer and a great place to work
- Effectively respond to internal and external queries in a timely manner
- Manage lease end vehicles by effective reporting and communication

**Requirements**:

- Self-motivated and disciplined with a high level of emotional intelligence
- Displays initiative and proactive approach
- Desire to work in a team environment, open to i

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