# Customer Success Specialist at Shell

Shell is hiring a Customer Success Specialist. Level rates it Little AI ●○○○; you can [apply on Shell](https://jobsbylevel.com/go/8ac8d0dd-bc4e-4936-afa5-5f18fcf097f5?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Dela Rosa - Street office.

## Details

- Company: [Shell](https://jobsbylevel.com/companies/shell)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Dela Rosa - Street office
- Posted: October 23, 2026
- Apply: https://jobsbylevel.com/go/8ac8d0dd-bc4e-4936-afa5-5f18fcf097f5?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-success-specialist-at-shell-ebd1d3

## Prepare for this job

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## Description

, Philippines Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: October 23, 2026 Business unit: Experience Level: Early Careers Job Description: What’s the role This role is a key part of the Order-to-Delivery journey, delivering high-quality, customer-facing support as part of the Retail End-to-End Integrated Team (serving the General Public and, where applicable, Loyalty and Digital customers). The Customer Operations Specialist – Loyalty is responsible for representing the company professionally by delivering an exceptional customer experience across multiple channels, including phone, email, ticketing systems, live chat, and social media. The role requires effective communication, value-driven customer interactions, and efficient issue resolution to ensure high levels of customer satisfaction and loyalty. What you’ll be doing Customer Enquiries Manage a wide range of frontline customer enquiries in accordance with established processes, service standards, and ways of working. Take ownership of customer complaints, feedback, and compliments related to Integrated Retail B2C services, coordinating with internal teams and service partners to ensure timely resolution. Respond to customer enquiries regarding promotions, third-party offers, gift deliveries, balance enquiries, and premium membership programs. Resolve logistics-related enquiries within agreed service levels, escalating issues when necessary and collaborating with relevant service providers to achieve positive customer outcomes. Deliver exceptional customer service through professional, accurate, and timely communication across all customer touchpoints. Loyalty Management Manage and enhance the Retail Loyalty customer experience across all interactions. Handle transaction-related enquiries, self-service support requests, and general loyalty program questions. Process loyalty program registrations and maintain customer profiles, including personal data updates and communication preference changes. Conduct compliance reviews, fraud checks, and manual data quality verification to ensure program integrity. Support customers with loyalty point redemption and transfer requests. Administer processes related to lost, stolen, or forgotten loyalty cards. Investigate and resolve customer loyalty complaints efficiently and professionally. Process & Administrative Support Develop and maintain a comprehensive understanding of internal systems, their functions, and interdependencies. Support Data Integrity Management by ensuring accurate, complete, and timely customer data entry, promoting a "right-first time" approach. Collaborate effectively with third-party logistics providers and external partners. Liaise with internal stakeholders and cross-functional teams in line with established processes and operational requirements. Contribute to continuous improvement initiatives aimed at enhancing operational efficiency and customer experience. Digital & Self-Service Support Support customers across digital channels while proactively promoting self-service solutions and increasing awareness of available tools on Shell's website and mobile application. Manage customer enquiries received through social media platforms, ensuring responses are professional, engaging, and aligned with brand guidelines. Provide support through digital live chat channels for customer enquiries originating from both the website and mobile application. Leverage business and process expertise to support user acceptance testing (UAT), system upgrades, and projects requiring operational input and customer service insights. Champion digital adoption and touchless customer solutions to improve customer convenience and operational effectiveness What you bring Language Proficiency Customer Language Proficiency: C1 level (minimum requirement for multilingual business operations). English Language Proficiency: B2 level or higher. Qualifications and Experience Bachelor’s degree in

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