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Customer Specialist German Speaker

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Reference ID R149466 Updated 07/01/2024
Commercial and Retail
Krakow (City)

What is the role?

Customer Operations is part of Downstream Global Commercial and its core purpose is to deliver a “Best-In-Market Customer Experience and business value, at an affordable cost”.  

Customer Operations supports all Downstream marketing businesses across a range of Customer Fulfilment activities.

Principal Accountabilities:

  • Handle a range of front-line Customer enquiries within the agreed processes and ways of working, including:

  • Take ownership for the resolution of Integrated Mobility B2C complaints, feedback and compliments, liaising with other service partners as required,

  • Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership,

  • Handle transaction queries, self-serve queries and general loyalty related enquiries,

  • Support the redeeming and transferring of Customer Loyalty points,

  •  ensuring Customers are aware of the information and tools on the website and mobile application,

  • Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system, 

  • 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. 


  • English Language Proficiency – B2,

  • German Language Proficiency – C1,

  • Bachelor’s degree preferred (Business related major) or equivalent experience,

  •  Previous experience in Customer service,

  • 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 of Shell,

  • Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms,

  • Able to demonstrate a continuous improvement mind-set,

  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities,

  • Able to problem-solve independently, dealing with a range of uncommon queries,

  • 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:

  • Flexible working hours & hybrid set-up

  • Complex medical care and individual life insurance

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car parking space

  • Improved accessibility of office and sanitary facilities

  • Attractive benefits package

If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply!