Job Description:
Customer Operations (CO) team purpose 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 one of the key player of Customer Operations’ transformation journey.
• Drive best in class customer experience and sustainable development of Customer Ops staff throughout maintaining and improving skills and knowledge of Customer Success Specialists & Customer Commercial Specialists 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 business in Turkey.
• Coaching the teams of 30 Customer Success Specialists & Customer Commercial Specialist ranging from JG8 to JG6.
• 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 Specialists 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 recognizing excellent performance and supporting Team leaders 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 behaviors 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
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• English Language is a must
• Salesforce and Aureus knowledge is a plus
• Being familiar customer dynamics of Global Lubricants, Local Marine, GKA, Shell Fleet Solutions is a plus.
• 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
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• Internal: Customer Operations Coach
