Maria
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Gonçalo
Gonçalo
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Alejandra
Alejandra
from Colombia
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Pier
Pier
from Italy
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Sandra
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from Mexico
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Shell Business Operations
Customer Success Specialist with Dutch
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
time iconWorking hours: Full time

Customer Success Specialist

Customer Success Specialist

with Dutch

with Dutch


Kraków

Early Careers

Work Location
Experience level
Work Location:

Kraków


Experience level:

Early Careers


Shell in Krakow

Shell Business Operations in Kraków is created by an international team of over 5000 professionals representing 63 nationalities. Together with our associates from all over the world we create responsible for business operations’ realization in 11 departments: Finance Operations, HR Operations, Contracting & Procurement, External Relations, Internal Communications, Global Commercial, Trading & Supply, Technical Asset Operations, Legal, Common Infrastructure Management, Retail.

5000+ employees 63 nationalities 20 languages

Shell Global

Shell is an international energy company with expertise in the exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals global energy company.
Around 84,000 employees across more than 70 countries work together to power progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. We are working to advance disability & enablement, gender balance, culture/ethnicity and LGBT+ inclusion within Shell and the communities where we work.

Your responsibilities


Job purpose

This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfillment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. The goal is to provide Consistent, Adaptive, Reliable and Easy experiences to our customers.

Principle Accountabilities

The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:

Deal Management:

  • Bid and Tender
  • Contract Management
  • Pricing
  • Master Data Set-up and Amend
  • Data Integrity Management
  • Enforcing company’s policy and contracts
  • Ensuring compliance (including but not limited to: Data privacy, trade compliance, SDS)
  • Troubleshooting

Order to Cash:

  • Order Management
  • Touchless Support and Set-up
  • Dispute Management
  • Credit Management
  • General Inquiries and Feedback
  • Meeting and/or managing customer’s expectations
  • Ensuring invoices are correct and paid on time
  • Building strong relationships and creating partners (customers) for life
  • Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements

Our requirements


  • Dutch Language Proficiencymin. B2
  • French Language would be an asset
  • Bachelor degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service or operations
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Benefits

  • remote work opportunities
  • flexible working time
  • corporate products and services at discounted prices
  • christmas gifts
  • private medical care
  • life insurance
  • charity initiatives
  • employee referral programme
  • parking space for employees
  • electric car charger
  • leisure zone
  • fruits
  • integrations events
  • sharing the costs of sports activities
  • sharing the costs of foreign language classes
  • sharing the costs of tickets to the movies, theater

Recruitment stages

1. Find a perfect career opportunity and apply
2. Be invited to the process via call with recruiter
3. Nail your job interview (assessment center)
4. Get an offer and start your adventure with Shell

Details

  • iconCustomer Service, BPO/SSC
  • iconEnglish, Dutch, French
  • iconKraków, małopolskie

Company profile

  • About us
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