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Shell Business Operations
Data aktualizacji: 2023-01-19
Kraków, małopolskie
BPO/SSC, Obsługa klienta
angielski, polski
Data aktualizacji: 2023-01-19 Aplikuj

Customer Success Specialist

Customer Success Specialist

with Polish

with Polish


Early Careers

Work Location
Experience level
Work Location:


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 Retail End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Success Specialist Loyalty 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 Success Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.


  • Taking ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required 
  • Taking care of reports regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership
  • Handling transaction queries, self-serve queries and general loyalty related enquiries 
  •  Supporting Performance of compliance checks on manual data quality control 
  •  Supporting the redeeming and transferring of Customer Loyalty points
  • Supporting Data Integrity Management, by embedding right-first-time accountability and ownership of Customer data quality inputted at system 
  • Liaising with internal interfaces within the agreed processes and ways of working
  • Supporting 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

  • Polish Language Proficiency – C2/Native
  • English Language Proficiency – B2

Other Skills & Experience:

  • Experience in Microsoft Office with experience in using social media platforms including Twitter/Facebook
  • Ability to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
  • Ablility to demonstrate a continuous improvement mind-set
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
  • Ability to problem-solve independently, dealing with a range of uncommon queries
  • Ability to demonstrate resilience and patience, especially when interacting with challenging Customers
  • Ability to develop an extensive network of contacts, subject matter experts and decision-makers across the business to help resolve the more complex Customer problems
  • Ability to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly

Nice to have:

  • Bachelor’s degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service


  • 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