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Customer Success Specialist SFS

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Reference ID R171664 Updated 03/07/2025
Commercial and Retail
Turkey
Istanbul
N/A

Job Purpose

Provideconsistentlyhighquality Customer Service delivery within service standards set i.e. service levels and performancematrix. Meet customer expectations and consistently deliver on customer promisethrough effective communications, value-adding interactions and efficient issue resolution.Maximizeopportunityto maintain professionalism and create a positive customer experienceevery time customerscomeintocontactwith Customer Service.

Principal Accountabilities:

  • Adopts Customer 1st mindset and utilizes the CSS behaviors to deliver an exceptional customer experience

  • Represents a professional customer focused image of Shell to the customers.

  • Identifies opportunities to improve the customer experience for customers

  • Handles a range of first line customer enquiries within the agreed processes and ways of working

  • Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain

  • Acts to resolve customer enquiries during the first contact with the customer (live resolution). 

  • Pro-actively keeps customers informed throughout the contact management process. 

  • Records and follow up all customer contacts in customer facing systems for the service accredited. 

  • Escalate immediately where appropriate to Team Leader or Sales Manager any issue which could jeopardize the relationship with the customer

  • Maintains current up-to-date knowledge of business processes and procedures for area of responsibility

  • Delivers on your customer promise and commitments 

  • Identifies and agrees with the Team Lead their own Individual Development Plans and acts to close any performance or development gaps