Shell STAS - Customer Success Specialist - SFS OTC - Youthall
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STAS - Customer Success Specialist - SFS OTC

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 taşımaktadır.

İlan Tanımı

Job Family Group: Commercial and Retail

Management Level: 08

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Türkiye

Target Hire Date: September 6, 2023

Worker Type: Regular

Posting End Date: September 15, 2023

Business Unit: Downstream and Renewables

Job Requisition ID: R132068

Location: İstanbul - Esentepe

Posting Date: 06.09.2023 - Today

Job Family:o B2B/B2C Customer Operations

Time Type: Full time

Job Type: Regular

Supervisory Organization: o DRL/O/BB3 Fleet Solutions (Pinar Kiran) (59711217)

Hiring Manager: Pınar Kiran


Provide consistently high quality Customer Service delivery within service standards set i.e. service levels and performance matrix. Meet customer expectations and consistently deliver on customer promise through effective communications, value-adding interactions and efficient issue resolution. Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service.

Principal Accountabilities:
  • Adopts Customer 1st mindset and utilizes the CSP behaviors to deliver an exceptional customer experience
  • Represents a professional customer focused image of Shell to the customers.
  • Identifies opportunities to improve the customer experience for customers
  • Handles a range of first line customer enquiries within the agreed processes and ways of working
  • Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
  • Acts to resolve customer enquiries during the first contact with the customer (live resolution).
  • Pro-actively keeps customers informed throughout the contact management process.
  • Records and follow up all customer contacts in customer facing systems for the service accredited.
  • Escalate immediately where appropriate to Team Leader or Sales Manager any issue which could jeopardize the relationship with the customer
  • Maintains current up-to-date knowledge of business processes and procedures for area of responsibility
  • Delivers on your customer promise and commitments
  • Meeting Shell Card (euro-shell) customers’ requests. Communicate with global stakeholders in case of operational problems of Shell Card customers.
  • Identifies and agrees with the Team Lead their own Individual Development Plans and acts to close any performance or development gaps
Key/Special Challenges
  • Taking ownership of customer enquiry even when resolution is not within direct control
  • Proactively monitoring the E2E process to ensure all Service Providers deliver on the customer promise for these customers
  • Good problem solving and analytical skills
  • Strong interpersonal skills
  • Ability to work well under stress (resillience)
  • Provide a courteous, enthusiastic, polite and helpful contact experience to our customers, engendering a ‘smile’ over the phone.

Job Knowledge, Skills and Experience

Language:  English language- Advanced 

Aranan Nitelikler

  • Bachelor degree or equivalent experience
  • IT software familiarity (Microsoft Office and SAP preferred)
  • 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
  • Understand Shell’s Play Book and customer value proposition
  • Able to demonstrate a continuous improvement mind-set
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.

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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