JOB DESCRIPTION: CUSTOMER OPERATIONS SPECIALIST

Job Title:Customer Operations Specialist GP & Loyalty (B2C)

Job Group:8

Reports To:Customer Operations Supervisor

Job Purpose:

This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public, Loyalty and where applicable, Digital). The Customer Operations Specialist needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat and social media engagements with Customers. The Customer Operations Specialist delivers effective communications, value-adding interactions and efficient issue resolution.

Principal Accountabilities:

1.       Customer Enquiries

§  Handle a range of frontline Customer enquiries within the agreed processes and ways of working, including: -

§  Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required

§  Offers and Promotions: Deal with Customercalls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership

§  Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

§  Commit to fit different working hour shifts (including Saturday)

§  Receive calls via SAP CRM with headset

2.       Process and Administrative Work

§  Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other

§  Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system

§  Liaise with internal interfaces within the agreed processes and ways of working

3.      Digital and Touchless Support

§  Support Shell’s Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application

§  Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters

§  Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application

§  Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

4.      Other Inquiries

·         Commit to meet individual KPI's, Team KPI's, and CO KPI's.

·         Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions

·         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.

·         Taking responsibility for reach customer service standards when the system failures (BCP mode) occurs

·         COS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.

·         Realize, as part of a team, the importance of arriving at work on time, taking breaks at designated times and working well with other team members.

·         Record and follow up all customer contacts details in customer facing systems (Zendesk)

·         Commit to an ongoing training and development progress.

Job Knowledge, Skills & Experience:

Language:

§  Turkish

§  English Language Proficiency – B2

Other Skills & Experience:

·         Bachelor’s degree preferred (Business related major) or equivalent experience

·         Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook/Instagram etc

·         Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell

·         Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms

·         Able to demonstrate a continuous improvement mind-set

·         Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

·         Able to problem-solve independently, dealing with a range of uncommon queries

·         Able to demonstrate resilience and patience, especially when interacting with challenging Customers

·         Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems

·         Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly

·         Have an in-depth knowledge of the local Retail business and ability to build local market intimacy