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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
time iconWorking hours: Full time
We are looking for:
Mobility Customer Specialist Bulgarian

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.

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.
  • Opportunies for growth
    Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.
  • Vibrant community
    Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
  • 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

If you are looking for exciting and meaningful opportunities in a global company at the forefront of the energy business and climate debate read on.

The world is changing fast and Shell is changing too – not only to keep up with developments – but to anticipate and shape a better future. Shell’s newly integrated global Corporate Relations function brings together professional communicators, brand experts, government relations professionals and specialists in non-technical risk and social performance to work with commercial and technical colleagues and deliver Shell’s business strategy.

Where you fit in:

We currently have an opening for Mobility B2B Customer Specialist with Bulgarian to join our Customer Operations – Mobility B2B UK/CEE team in SBO Krakow. The Customer Success Specialist provides high quality support to existing Shell Mobility partners from order through to payment. Customer Success Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience for Mobility partners in the UK and CEE markets.

What’s the role:

As a Mobility B2B Customer Specialist with Bulgarian, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

Principal Accountabilities:

This role may focus on some or all of the accountabilities below, depending on operational requirements.

1. Order Management:

  • Place, amend orders, liaising with other service partners in OTD & Credit as required. Apply the appropriate freight charges and surcharges as required

  • Provide change information of planned shipments to schedulers and scheduling admin team

  • Manage Delivery Status

  • Delivery Schedule Support Service

  • VMI Tank Dip, Run-Out Enquiries

2. Credit Management

  • Handle basic Customer credit enquiries

3. Dispute Management and documentation:

  • Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.

4. Feedback and Issues:

  • Manage Customer complaints feedback and compliments.

5. Touchless Support and Setup:

  • Support and proactively encourage touchless uptake and utilization

  • Act as first level support for system interface errors

  • Work with Customer IT teams to resolve issues and manage internal processes.

6. Transactional support:

  • Receive and process requests and queries from Mobility Partners, Site Agent on behalf of Cards Customers and manage card transactions assistance request for manual authorization of a card transaction

Requirements:

  • Customer Language Proficiency (Bulgarian) – C1

  • English Language Proficiency – B2

  • Bachelor degree preferred or equivalent experience

  • Previous experience in Customer service or operations

  • Experience in Microsoft Office; GSAP/ H3 experience would be an asset

  • 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 a continuous improvement mind-set

  • Demonstrated communication and relationship building skills

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

  • Also open for Czech Slovak Language


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, Bulgarian
  • iconKraków, małopolskie

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