Publication date: 10 Apr 2019

Customer Operations Specialist OTC - Spanish Speaker

Shell Business Operations


Category: Customer Service

Level of English: C1-C2

Ref. no.: 98975BR

Position level: Specialist

Shell Business Service Centre Kraków - job
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 Business Operations (SBO) Krakow 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, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Customer Operations Specialist OTC - Spanish Speaker
Work location: Shell Energy Campus, Czerwone Maki 85


Job description:

Be the first point of contact for Customers within the agreed processes and ways of working
Resolve Customer requests received via all mediums (phone, email, fax) according to agreed service levels and service standards, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application
Handle transaction queries, self-serve queries and general loyalty related inquiries
Record and follow up all customer contacts in customer facing systems
Process Customer loyalty registration and personal data management, channel preference modification
Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system
Liaising between customers and supply chain departments in coordination of delivery process
Proactively communicating to customers order and delivery status and any changes in the confirmed and promised delivery dates, agreeing changes or cancelling the sales order
Supporting in the resolution of delivery queries
Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters


Spanish Language Proficiency- C1/C2
English Language Proficiency – B2
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office, SAP knowledge 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
Able to problem-solve independently, dealing with a range of uncommon queries
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
Able to demonstrate a continuous improvement mind-set
Demonstrate excellent communication and relationship building skills
Ability to cooperate efficiently in a team
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer
Check Shell Business Operations profile

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