Job Description:
Job Purpose:
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, Loyalty and where applicable, Digital). 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.
Principal Accountabilities:
Customer Enquiries
• Handle a range of frontline Customer enquiries within the agreed processes and ways of working, including: -
o Feedback and Issues: Take ownership for the resolution of Integrated Mobility B2C complaints, feedback and compliments, liaising with other service partners as required
o 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
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
• Liaise with internal interfaces within the agreed processes and ways of working
• To understand the business line requirements related to customized cards (such as Extracard) and to be a bridge between the team and business line
• Performing admin role on the portal (such as ECR) used for cards; creating new users and tracking the performance of them through the portal
• To monitor whether the portal is working properly and to detect glitches and communicate with IT , ensuring to be corrected
• To work closely with the field teams and pricing teams for the reseller companies and card projects and to be involved in the activities of these cards
• To be able to direct the business line with the donations receiving from customers’ requirements
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
• 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
Other Inquiries
• Commit to meet individual KPI's, Team KPI's, and CO KPI's.
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• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001 and ISO 27001 standards/procedures/work instructions
• Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer for resolution and ensure that DTC is met.
• Taking responsibility for reach customer service standards when the system failures (BCP mode) occurs
• COS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.
• Realize, as part of a team, the importance of arriving at work on time, taking breaks at designated times and working well with other team members.
• Record and follow up all customer contacts details in customer facing systems (Zendesk)
• Commit to an ongoing training and development progress.
Job Knowledge, Skills & Experience:
Language:
• Turkish
• English Language Proficiency – B2
Other Skills & Experience:
• Bachelor’s degree preferred (Business related major) or equivalent experience
• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook/Instagram etc
• 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 Retail business and ability to build local market intimacy
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o Internal: Customer Success Specialist B2C
