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.

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.