This job forms part of the Order to Delivery Journey and provides high-quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital).

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

We currently have an opening for a Customer Success Specialist UK to join our Customer Operations in SBO Krakow. The Customer Success 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 Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.

• Handle a range of front-line Customer inquiries within the agreed processes and ways of working.

• 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 enquiry, 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 website and mobile application information and tools.

Customer Enquiries:

• Handle a range of front-line Customer enquiries 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 enquiry, Premium membership

• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Loyalty Management

• Manage the Retail Loyalty Customer Experience

• Handle transaction queries, self-serve queries and general loyalty related enquiries

• Process Customer loyalty registration and personal data management, channel preference modification

• 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

• Resolve Loyalty complaints

Process and Administrative Work

• Acquire in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other

• Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system

• Collaborate with third-party logistics companies

• Liaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

• 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

• Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters

• Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application

• Given the detailed business and process, knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.

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

• Bachelor’s degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service

• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly

• Experience in Microsoft Office with experience in using social media platforms including Twitter/Facebook

• 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

• Able to demonstrate empathy and patience, especially when interacting with challenging Customers

• Resilience; up for a challenge and able to prioritize workload when under pressure from different stakeholders

• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms

• Collaborative; able to work across multiple external and internal touchpoints, an effective team player and contributor

• Able to demonstrate a continuous improvement mind-set

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

• Able to problem-solve independently, dealing with a range of uncommon queries

• 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

• Have in-depth knowledge of the local Retail business and ability to build local market intimacy