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:
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Place, amend orders, liaising with other service partners in OTD & Credit as required. Apply the appropriate freight charges and surcharges as required
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Provide change information of planned shipments to schedulers and scheduling admin team
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Manage Delivery Status
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Delivery Schedule Support Service
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VMI Tank Dip, Run-Out Enquiries
2. Credit Management
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Handle basic Customer credit enquiries
3. Dispute Management and documentation:
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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:
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Manage Customer complaints feedback and compliments.
5. Touchless Support and Setup:
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Support and proactively encourage touchless uptake and utilization
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Act as first level support for system interface errors
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Work with Customer IT teams to resolve issues and manage internal processes.
6. Transactional support:
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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:
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Customer Language Proficiency (Bulgarian) – C1
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English Language Proficiency – B2
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Bachelor degree preferred or equivalent experience
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Previous experience in Customer service or operations
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Experience in Microsoft Office; GSAP/ H3 experience would be an asset
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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
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Able to demonstrate a continuous improvement mind-set
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Demonstrated communication and relationship building skills
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Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
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Also open for Czech Slovak Language