Job Description
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra milebecause it’s our job, every day, to make our customers’ experiences with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
Job Purpose
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.
Principal Accountabilities
As a Customer Success Specialist, you will be accountable for B2C customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on all the accountabilities below, depending on the respective business size and complexity:
- 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 Mobility B2C complaints, feedback, and compliments, liaising with other service partners as required
- Loyalty Offers and Promotions: Deal with Customer calls 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 Zendesk with headset
Job Knowledge , Skills and Experience
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
Additionally, you will have:
- Working proficiency in English
- Previous experience in Customer service or operations
- Strong Communication and Influencing skills
- Demonstrated ability and commitment to build Customer Success
- Experience in data analytics
- Knowledge of Customer Centric Design
- A good understanding of Commercial & Economic Acumen and Value Chain methodology
- Experience in MS Office programs
- The ability to lead and drive Continuous Values
