
Job description:
As Customer Operations Specialist you will:
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Be the first point of contact for Customers
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Resolve Customer requests received via all channels (phone, email, chat) according to agreed service levels and service standards
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Provide assistance to customers in self-service mediums and assist customer to complete transactions
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Record and follow up all customer contacts in customer facing systems
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Liaise between customers and other Shell departments
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Support in the resolution of various queries
Requirements:
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Russian C1 level at least, English B2
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You’ll ideally have Bachelor degree (Business related major) or equivalent experience
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Previous experience in Customer service or operations
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A proven ability to work in Microsoft Office
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You’ll need strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
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Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
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A proven ability to demonstrate resilience and patience, especially when interacting with challenging Customers
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Able to demonstrate interchangeable communication skills, by communicating effectively in writing and by phone
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Able to demonstrate a continuous improvement mind-set
Number of Vacancies: 1
Benefits of working at Shell:
- Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
- Unique opportunity to fulfill your potential with personal and professional development programs
- Work in a smart and motivated team within a supportive and inclusive culture with strong values
- Attractive salary and bonuses
- Complex medical care and individual life insurance
- Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
- Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
- Opportunity to participate in social and community projects