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Shell Business Operations
Data aktualizacji: 2022-12-02
Kraków, małopolskie
BPO/SSC, Analiza, Obsługa klienta
angielski, węgierski
Data aktualizacji: 2022-12-02 Aplikuj
REKRUTACJA ZDALNA

Customer Success Specialist

Customer Success Specialist

with Hungarian

with Hungarian


Kraków

Early Careers

Work Location
Experience level
Work Location:

Kraków


Experience level:

Early Careers


Shell in Krakow

Our people are essential to the successful delivery of the Shell strategy and to sustaining business performance over the long term. Performing competitively in the evolving energy landscape requires competent and empowered people working safely together across Shell.
We believe that diverse teams led by inclusive leaders deliver better safety and business performance.
5000+ employees 63 nationalities 20 languages

Shell Global

Shell is an international energy company with expertise in the exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals global energy company.
Around 84,000 employees across more than 70 countries work together to power progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. We are working to advance disability & enablement, gender balance, culture/ethnicity and LGBT+ inclusion within Shell and the communities where we work.

Your responsibilities


About the role:

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 mile because 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.

Where You Fit In?

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 Fulfillment 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:

This role may focus on some or all of the accountabilities below, depending on operational requirements.  Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail.  These activities cover all Customer levels including Key Accounts.

Order Management:

Place, amend and orders, liaising with other service partners.  Apply the appropriate freight charges and surcharges as required;
Provide change information of planned shipments to schedulers and scheduling admin team;
Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required;Process Returned Product; Commercial Fleet: Block Cards within required SLA.

Credit: Management:

Handle basic Customer credit enquiries.

Dispute Management:

Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes.  This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.

Feedback and Issues:

Manage Customer complaints feedback and compliments.  Liaise with resolution owners, and other Service Partners as required.  Close the loop with customers.

Touchless Support and Setup:

Support and proactively encourage touchless uptake and utilization;
Act as first level support for system interface errors;
Act as a touchless setup lead in system-to-system setup with existing Customers.  Work with Customer IT teams to resolve issues and manage internal processes. 

Fraud Support:

Monitor account and payment transaction activity to identify incidents of Fraud;
Support Fraud Managers with fraud case information requirements. 

General Inquiries:

Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.

Our requirements


  • Customer Language Proficiency (Hungarian) – C1 
  • English Language Proficiency – B2
  • Previous experience in Customer service or operations
  • Experience in Microsoft Office;
  • 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 demonstrate a continuous improvement mind-set
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Benefits

  • remote work opportunities
  • flexible working time
  • corporate products and services at discounted prices
  • christmas gifts
  • private medical care
  • life insurance
  • charity initiatives
  • employee referral programme
  • parking space for employees
  • electric car charger
  • leisure zone
  • fruits
  • integrations events
  • sharing the costs of sports activities
  • sharing the costs of foreign language classes
  • sharing the costs of tickets to the movies, theater

Recruitment stages

1. Find a perfect career opportunity and apply
2. Be invited to the process via call with recruiter
3. Nail your job interview (assessment center)
4. Get an offer and start your adventure with Shell