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.

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.