Customer Operations Specialist

Shell & Turcas Petrol A.Ş

“CUSTOMER 1st IS OUR FUNDAMENTAL OPERATING PHILOSOPHY”

• Positive customer focus attitude and passion for the customer
• Ability to deal with multiple tasks and work in a dynamic environment
• Clear result orientation and capacity to manage self-performance
• Good team spirit
• Ability to handle difficult customers and not take it personally
• Competence in problem solving - with customer facing services - and good decision making skills
• Familiarity with customer service systems and applications is preferable
• IT software familiarity (Microsoft and Internet)
• Good command of the language that is required for that operation

İŞ TANIMI

• Be the first point of contact for customers, resolve customer requests received via all mediums.
• Provide a courteous, polite and helpful information service to our Customers.
• Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer for resolution and ensure that DTC is met 
• Pro-actively keep the customer informed throughout the contact management process.
• Pro-actively participate in CSO (Customer Service Organization) campaigns related to CSO services as assigned (i.e. not sales & marketing campaigns). 
• Record and follow up all customer contacts in customer facing systems for the service accredited.
• Commit to meet individual Key Performance Indicators (KPI), and Team KPIs, and CSO KPIs as well.
• Take ownership for the resolution of customer complaints and enquiries, issues regarding Quality problem and/or from Customer Survey.
• Escalate immediately any operational and/or emergency issue (regarding services and processes) that cannot be resolved, or could potentially cause issues for a large number of customers, to the Team Lead.