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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
Shell Business Service Centre Kraków - job
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 Support Support
Work location: Shell Energy Campus, Czerwone Maki 85

Job description:

Shell Fleet Solutions (SFS) is Shell’s fuel card business serving millions of business customer on over 40,000 Shell retail sites daily. Beyond ensuring a convenient and secure way to pay for fuel (via the Shell Card), We also offer to our customers a range of mobility solutions that help them increase the efficiency, profitability and safety of their fleet – EV charging, CO2 offsetting, Tolling solutions, as well as Telematics are only a few solutions that help our customers be prepared for the future.

We are growing rapidly in this space of “New Mobility Solutions” and we look for keen, driven and curious sales & customer support agents to join us on this growth journey. We are looking for “go getter” with the right amount of “can do attitude” to join a young, dynamic team. While the primary focus of this role will be to drive the growth of Telematics activities in the UK Subject Matter Expert (unmanaged) customer portfolio, the scope of the role might change slightly over time. The below is a comprehensive list of activities which might not all apply to your position.
Pro-actively monitor customers opportunities within OBAMs silver portfolio, to understand how the customer portfolio is performing, where opportunities exist.

  • Pro-actively monitor customers opportunities within Office Based Account Managers (OBAMs) silver portfolio, to understand how the customer portfolio is performing, where opportunities exist.

  • overall volume purchased, performance vs. customer-declared volumes [incl. reasons for the situation],

  • number of active/inactive cards,

  • usage of SCOL/ SCOL tools like advance controls

  • countries of uplifts, new products purchased (like e.g. car-wash)

  • Telephone and email contact with silver customers to generate opportunities.

  • Proactively promote, explain & sell the new Shell Telematics product to customers (and others if needed).

  • Managing documents to get credit vetting of the customer.

  • Share with customers pre-agreed or standard offers. (Preparing and proposing the upsell offers for existing customers within the pre-defined ranges, or ask on-shore sales Team to prepare the upsell offer).

  • Preparing the documentation (contract) – according to accepted offer.

  • Collect customer signatures and necessary documents (including the prolongation of existing contracts).

  • Support OBAMs’ effort to maximize profits from the cooperation with customers.

  • Support in hyper-care period for the new silver customers (incl: assuring customer cards order, delivery and activation; first-call and following frequent contacts with customers during the first days after ordering first cards; verify first experiences, answer questions; accelerating cards activation and “full” usage).

  • Provide effective day to day support to existing silver customers incl.: customer management and periodical verification of customer needs, experiences & wishes; Understanding customers growth plans, new destinations or business areas in order to propose additional products or services.

  • Active management of CRM system, tagging opportunities, insert commercial changes, update customer details.

  • Build and maintain business relationship with silver customers (dedicated list of OBAMs’ customers).

  • Ensure proper working cooperation with OBAM team and OBAM team leader.

  • Maintain and assure customers’ actions and deadlines are met.

  • Provide regular feedback to sales team regarding customer issues and competitor activities.

  • Track trends and insights from the customers or prospects.

  • Cooperate with other FSCS from other markets to exchange best practices, learnings and support in onboardings.

  • Churn – proactive contact with customers with declining volumes or with customers that stopped uplifting with Shell cards. Understanding the reasons – in order to prepare – within the pre-defined frames/together with onshore OBAM – attractive new offer. (To be prioritized with OBAM team lead).

  • Support in debt-chasing– contacting with debtors to arrange repayment plan and actions to renew the cooperation. (To be prioritized with OBAM team lead).

  • Coordinate sales team, SBO and other departments efforts/activities – day to day tasks.

  • Management of customers’ bonus calculations and pay-out.

  • Managing tenders – identification of the opportunity, verification of the requirements, coordination of sales offer preparation by onshore sales team, collection of required documentation, contact with the customer, send-out of the offer, managing the relation, explaining the products etc. (To be prioritized with OBAM team lead).


  • English language – minimum C1 level or native.

  • Complete understanding of Shell Cards offer, including Road Services, key benefits, features and best practices.

  • Ability to convert and present CVP features as value for the customers.

  • Ability to communicate effectively with customers, getting their trust and ability to build working relationship.

  • Customer first approach.

  • Ability to analyse data & good Excel skills.

  • Sales/business acumen and entrepreneur mindset.

  • Diligent with positive attitude.

  • Professional business stakeholder management.

Number of Vacancies:

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


  • iconCustomer Service
  • iconKraków, małopolskie

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