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.
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 Loyalty, Digital, Mobility). The Customer Operations Specialist Loyalty 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 Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.
What’s the role?
Customer Operations is part of Downstream Global Commercial and its core purpose is to deliver a “Best-In-Market Customer Experience and business value, at an affordable cost”. Customer Operations supports all Downstream marketing businesses across a range of Customer Fulfilment activities
More specifically, your role includes:
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Handle a range of front-line Customer enquiries within the agreed processes and ways of working.
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Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required.
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Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership.
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Perform compliance checks on fraud and manual data quality control.
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Support the redeeming and transferring of Customer Loyalty points.
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Manage the lost/stolen/forgotten cards process.
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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:
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English Language Proficiency – B2
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Slovak or Czech Language Proficiency - B2
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Bachelor’s degree preferred (Business related major) or equivalent experience.
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Previous experience in Customer service will be an asset.
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Able to demonstrate resilience and patience, especially when interacting with challenging customers.
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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.
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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.