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

Customer Success Specialist

Customer Success Specialist

with Italian

with Italian


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


This job forms part of the Order to Delivery Journey and provides high-quality frontline Customer facing service to support the Customer success End to End integrated team (General Public and Loyalty, Digital, mobility). 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.

What’s the role?

Customer Success Specialist (CSS) is empowered to manage customer experience, relationships, and satisfaction across the end-to-end journey of our customers. 
This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer 
support, from contract and account set-up to order and payment. CSS provides Consistent, Adaptive, Reliable, and Easy experiences to our customers. 

More specifically, your role includes:

  • Handle a range of front-line Customer inquiries 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 Customer calls and e-mails regarding promotions, third-party offers, gift delivery, balance inquiry, Premium membership. 
  • Perform compliance checks on fraud and manual data quality control. 
  • Support the redeeming and transferring of Customer Loyalty points. 
  • Manage the lost/stolen/forgotten cards process. 
  • 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.

Our requirements


In this position, you should have a lot of motivation to work, also be a team player who has strong communication skills. We have hope to see as many of the following as possible on your CV: 

  • English Language Proficiency – C1
  • Italian Language Proficiency – C1
  • Bachelor’s degree preferred (Business related major) or equivalent experience. 
  • Previous experience in Customer service will be an asset. 
  • 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. 
  • 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.

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