Call Centre Operator

About Our Client Our client operates within the fuel industry and serves customers, including service station operators.

The Role: Call Centre Operator The Call Centre Operator serves as the primary liaison between the company and its customers. The purpose of this role is to manage high-volume, time-sensitive calls related to fuel orders, deliveries, site emergencies, site maintenance, and account management. The role contributes by ensuring efficient order management, customer support, control room emergency monitoring, and operational compliance.

Key Responsibilities

• Receive and process fuel orders via phone or email, coordinate with dispatchers to schedule deliveries, and track load/delivery status.

• Handle inquiries regarding pricing, delivery times, and product specifications, and resolve complaints professionally.

• Manage emergency call-outs for retail sites in control room settings.

• Update customer profiles, maintain client contracts, and update the CRM database with call details accurately.

• Adhere to strict safety protocols, environmental regulations, and operating guidelines.

• Identify opportunities to upsell products or services and manage customer retention.

• Manage the daily activities of the call centre, including resource planning and applying call centre strategies and operations.

• Evaluate performance with key metrics, and set or meet performance targets for speed, efficiency, sales, and quality.

About You

• Previous experience in a call centre or logistics environment is required.

• Bachelor Degree.

• Excellent verbal and written English communication skills for professional interaction with customers, Transport Operator, and Depot staff.

• Proficiency in Microsoft Office and experience with CRM or enterprise resource planning (ERP) systems.

• Ability to handle high-pressure situations, such as fuel shortages or emergency call-outs.

• Ability to deal with basic calculations, volumes, and pricing.

• High accuracy in data entry and order processing.

• Availability to work flexible hours, including nights, weekends, and public holidays, to ensure 24/7 service coverage.

• Fuel industry knowledge preferred.