Customer Operations is in its journey to provide the best in market customer experience for our B2B / B2C 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.

İlan Tanımı

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 Fulfilment 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.

Sorumluluklar

As a Customer Success Specialist, you will be accountable for customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management ensuring invoices are correct and paid on time, building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)
Scheduling To perform scheduling services and activities that support and facilitate outbound shipments locally,
Handle a range of frontline Customer enquiries within the agreed processes and ways of working,
Feedback and Issues: Take ownership for the resolution of Integrated Mobility B2C complaints, feedback, and compliments, liaising with other service partners as required,
Loyalty Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership,
Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes,
To deliver digitalization / CI projects with the vision of creating the best customer experience in Customer Operations.

Aranan Nitelikler

Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.

Working proficiency in English,
Strong Communication and Influencing skills,
Demonstrated ability and commitment to build Customer Success,
Experience in data analytics,
Knowledge of Customer Centric Design,
A good understanding of Commercial & Economic Acumen and Value Chain methodology,
Experience in MS Office programs,
The ability to lead and drive Continuous Values.

Shell

B2B/B2C Customer Success Specialist

İlan Tanımı

Sorumluluklar

Aranan Nitelikler

Departman

İlan Türü

Yayınlanma Tarihi

Son Başvuru

Maaş

Çalışma Lokasyonları

The future. Yours to make.

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