• 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.

We are looking for:

This job forms part of the Order to Delivery Journey and provides high-quality frontline Customer facing service to support the Customer success End to End integrated team (General Public and Loyalty, Digital, mobility). The Customer Operations 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 delivers effective communications, value-adding interactions, and efficient issue resolution.

What’s the role?
Customer Success Specialist (CSS) is empowered to manage customer experience, relationships,s and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up to order and payment. CSS provides Consistent, Adaptive, Reliable, and Easy experiences to our customers. 

More specifically, your role includes:

• Handle a range of front-line Customer inquiries 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 inquiry, 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 information and tools on the website and mobile application.