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Shell Business Operations
Data aktualizacji: 2018-10-22
Kraków, małopolskie
BPO/SSC, Obsługa klienta
angielski, rosyjski
Data aktualizacji: 2018-10-22
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Operations Specialist- Russian speaker
Customer Operations Specialist- Russian speaker
Work location: Kraków

Job description:

The Customer Operations Specialist Deal to Cash provides high quality frontline support, proactive communications, value-adding interactions and effective issue resolution to deliver best-in-market Customer experience.

Master Data Set up & Amend:


  • Maintain Sales Hierarchy

  • Set up and amend Customer master data

  • Act as Resolution Owner for Master Data Disputes.  Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment

  • Process manual vouchers received from Retailers during offline card transactions

Data Integrity Management:

  • Maintain master data integrity.  Review DQS reports, correct any data errors and track performance against SLA

Order Management:

  • Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required.  

  • Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers

  • Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers

Touchless Support and Setup:

  • Support and proactively encourage touchless uptake and utilisation

  • Act as a touchless setup lead in system-to-system setup with Customers

Retail Enquiries:

  • Receive and process requests from Retailers on behalf of the card Customers

  • Receive and process card queries and disputes from the Retailers, acquirers and third parties.

  • Handle enquiries from Retailers relating to site promotions or Cards Manual Authorisations.

General Inquiries & Feedback and Issues:

  • Handle new business and various queries from Customers

  • Take ownership and resolve Customer complaints, closing the loop with Customers

Digital and Touchless Support

  • Support Shell’s Customers on digital and social media channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application



  • Russian C1 level at least, English B2

  • ​Bachelor degree preferred (Business related major) or equivalent experience

  • Previous experience in Customer service or operations

  • Experience in Microsoft Office

  • Experience in Microsoft Office; GSAP experience preferred

  • 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

  • Understand Shell’s Play Book and customer value proposition

  • 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

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

Shell is an Equal Opportunity Employer