Customer Success Specialist with German - FTC 12 months

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 Mobility End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Succes Specialist needs to project a professional company image by providing the best Customer experience through phone interaction, emails, forms, live chat and social media engagements with Customers. The Customer Succes Specialist delivers effective communications, value-adding interactions and efficient issue resolution.

What you will be doing

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 Mobility 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 Mobility 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.

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.

Requirements

Languages:

• English Language Proficiency – B2
• German Language Proficiency – C1

Other Skills & Experience:

• 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 develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems
• 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
• Have an in-depth knowledge of the local Mobility business and ability to build local market intimacy
• Able to demonstrate a continuous improvement mind-set

What we offer

• A vibrant and collaborative workplace culture 
• Opportunities for learning, development, and career growth 
• Exposure to global finance operations and transformation projects 
• Competitive salary and benefits package

Please note that this is for a fixed term contract for 12 months

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.