Shell Customer Operations Coach - Youthall


Customer Operations Coach

İlan Kapandı.

Bu ilan Shell Petrol A.Ş'nin, Open Resourcing (Açık İstihdam) sisteminin Global Workday alt yapısı çerçevesinde güncellenmesi sonrası erişiminin olmaması nedeniyle Shell Petrol A.Ş. çalışanlarının ilanlara başvuru yapabilmesi için özel olarak yayımlanmıştır.

Paylaşılacak ilan linkleri Shell Çalışanları dışında 3. Şahıslar ile paylaşmamanız şirket içi bilgilerin gizliliği açısından çok büyük önem taşmaktadır.

İlan Tanımı

Job Family Group: Commercial & Retail

Management Level: 06

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Turkey

Target Hire Date: October 1, 2022

Worker Type: Regular

Posting End Date: September 4, 2022

Business unit: Downstream

Job Requisition ID: R88909

Location: Istanbul - Esentepe

Posting Date: 26/08/2022 - Today

Job Family:  B2B/B2C Customer Operations

Time Type:  Full time

Job Type:  Regular

Supervisory Organization:  B2B/B2C Customer Operations

Hiring Manager: Asli Bertan


Job Description:

CO Vision is to provide a Best in Market Customer Experience and deliver Business value, at an affordable cost. This vision will be achieved through 5 pillars ; Customer Back, Performance Excellence, Digital Innovation, Our people, our differentiator, HSSE & Social Responsibility.

• This role will be part of CO local leadership team and responsible of CO transformation journey.

• Drive best in class customer experience and sustainable development of CO staff throughout maintaining and improving skills and knowledge of CSSs & CCSs in the changing business environment, while collaborating closely with operational teams and wider CO functions

• This role requires all the accountabilities below to be performed, depending on class of businesses requirements and journey span. The job covers E2E processes of CO not only Order to Cash but Deal Making processes for all CoB in Turkey.

• Coaching the teams of 45 Customer Success Specialists & Customer Commercial Specialist ranging from JG8 to JG7

• In the moment coaching for driving live resolution and excellent customer service.

• Responsible for customer interactions quarterly assessment cycle, identifying trends in CSSs & CCSs performance and gaps in skills & knowledge needed to be addressed.

• Support the selection of new Customer Success Specialists & Customer Commercial Specialist during interviews.

• Use and promote the Shell Employee Value Proposition

• Ensure the team complies to agreed Shell parameters (level of authority, Play Book, controls & procedures)

• Accountable for the overall quality of team members and the team as a whole, positively recognising excellent performance and supporting TL to manage any underperformance.

• Performance management- effective plans in place (KPI, Agents Performance Report) Understand and create KPIs to measure performance of deal making activities

• Champion Customer experience vision of CO and the behaviours required within the team to deliver an exceptional customer experience

• Facilitate onboarding and functional training of new CSS & CCS staff in close collaboration with team

• Support team member development and actively manage succession planning

• Responsible of upskilling super users.

• Being the focal of CO's Change&Engage activities and represent Turkey at the global platforms

Aranan Nitelikler

• English Language is a must

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

• Has proven leadership, coaching and developing others,

• Training facilitation skills

• Proven ability to manage multiple priorities to meet Stakeholder expectations

• Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience

• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues

• Able to apply Continuous Improvement behaviours to lead improvement initiatives

• Demonstrate relationship building skills, across several levels, including Customers team members and business partners

• Demonstrate an in-depth knowledge of the business this role supports

• Full knowledge of IT applications within scope of responsibility

• Full knowledge of Group policies and standards

• Being familiar with the B2B and B2C customer dynamics of Mobility Business is a plus.

The future. Yours to make.

We have global opportunities for those who want to go one step ahead to get to know different cultures while working. Take your time and think, what would it be like if you were working abroad? There is an example from us for you to imagine.
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