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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Customer Success Specialist with Italian

Why Work for Shell?


Honest, integrity and respect; "feel free to speak your mind" culture; health and safety rules; diversity & Inclusion culture
An energy leader
Meaningful work in a company that is universally respected as a truly global energy leader {one of the world's biggest employers according to Fortune Global 500}. Join us and have a real impact on the operations of one of the world's largest companies.
Vibrant community
Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
Opportunies for growth
Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.
Impactful collaboration
Be an important participant of an international project.

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car pakingspace
  • Improved accessibility of office and sanitary facilities
  • Energetic atmosphere at work
  • Attractive salary package
  • Shell Card
  • Additional funds for trainings and certifications (ACCA, CIMA, CIPS, Lean Six Sigma)
  • Complex medical care and individual life insurance
  • Assistive technologies and reasonable adjustments for people with disabilities
  • Non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sports sections, and many more)
  • Attractive relocation allowance available once relocating from another country

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.

Requirements:

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.


About us

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 in Kraków:

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, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell Polska employs more than 4400 professionals: 4100+ in Kraków and 200 in Warsaw.

Our employees represent over 50 nationalities and operate in over 20 defferent languages.
Shell in Kraków departments:

Customer Operations
Contracting&Procurement
Trading&Supply
Finance Operations
HR Service
External Relations
Internal Communications
Order to Delivery
Lubricants Supply Chain
Legal
Retail
Technical Asset Operations
Creative Solutions

People with disabilities are welcome to apply as we provide reasonable accommodations and assitive technologies for people with diverse disabilities.

Contact us:

Details

  • iconCustomer Service, BPO/SSC
  • iconEnglish, Italian
  • iconKraków, małopolskie

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