Customer Success Associate

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Job Description:

At Shell, Early Career talent plays an important role in powering the future of energy. Through internships, apprenticeships, graduate programmes, and opportunities for students and early professionals, we empower individuals to learn, grow, and make meaningful contributions from day one. We support talent at different stages of their career journey through mentorship and exposure to diverse areas of our business, helping them build skills and explore future career pathways at Shell.

In our values-led culture, you'll have the opportunity to power your progress while helping develop the energy solutions of today and tomorrow.

What’s the role

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

What you’ll be doing

Your principal accountabilities will include:

Customer Enquiries

• Handle a range of front-line Customer enquiries 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 enquiry, Premium membership
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Loyalty Management

• Manage the Retail Loyalty Customer Experience
• Handle transaction queries, self-serve queries and general loyalty related enquiries
• Process Customer loyalty registration and personal data management, channel preference modification
• 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
• Resolve Loyalty complaints

Process and Administrative Work

• Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
• Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system
• Collaborate with third party logistics companies
• Liaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

• 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
• Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters
• Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application
• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

What you bring

We look forward to speaking with candidates who have:

• Customer Language Proficiency (at least 1 if multiple language business) – C1
• English Language Proficiency – B2
• Bachelor’s degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
• 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 act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• 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

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

SBO Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

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DISCLAIMER:

Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.