B2C Customer Success Specialist

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.

We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell.

We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

Job Description

The Customer Success Specialist (CSS) 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 CSS delivers effective communications, value-adding interactions, and efficient issue resolution.


As a Customer Success Specialist, you will be accountable for B2C customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on all the accountabilities below, depending on the respective business size and complexity:

- Handle a range of frontline 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

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

- Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

- Commit to fit different working hour shifts (including Saturday)

- Receive calls via Zendesk with headset


Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.

Additionally, you will have:

- Working proficiency in English

- Previous experience in Customer service or operations

- Strong Communication and Influencing skills

- Demonstrated ability and commitment to build Customer Success

- Interest in data analytics

- Knowledge of Customer Centric Design

- A good understanding of Commercial & Economic Acumen and Value Chain methodology

- Experience in MS Office programs

- The ability to lead and drive Continuous Values

The future. Yours to make.

We asked our inspiring employees to write a letter to the future, imagining themselves at the end of their careers, capturing their hopes for the future. These letters share their visions of a world that needs more and cleaner energy.

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