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: 06
Present Company: TR03 Shell & Turcas Petrol A.S
Country/Region of Work Location: Türkiye
Target Hire Date: June 1, 2025
Worker Type: Regular
Posting End Date: May 9, 2025
Business Unit: Downstream and Renewables
Job Requisition ID: R178036
Location: Istanbul - Esentepe
Posting Date: 30.04.2025
Job Family: B2B/B2C Customer Operations
Time Type: Full time
Job Type: Regular
Supervisory Organization: o DRL/O/BB3 Fleet Solutions (Pinar Kiran) (59711217)
Job Description:
Job Purpose
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:
• Supports and works together with our Resellers (Indirect Channel) to improve and standardize their operational service quality and ability with the aim of they don’t need to contact with CO for daily operations. Proactively make outbound calls, and visits to explore new improvement areas and deliver new projects together with our Resellers.
• Adopts Customer 1st mindset and utilizes the CCS 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
• HGS (Local SOTR) focal point (to follow-up and solve transactions issues)
• Check and deliver of PTT payment and reconciliation operation
• Ownership for Pratik and partner card orders and solve issues proactively, follow-up special cases and requirements of customers
• Owner of activates Smartpay account
• Organize customer announcements with collaborate with marketing
• Responsibility for cases with a critical cases
• Superuser role for operation issues
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.
• Show seniority and peer coaching skills especially for new team members.
Job Knowledge, Skills and Experience
Language:
• English language- Advanced
Skills & Experience:
• Bachelor degree or equivalent experience
• Previous experience in Customer service or operations
• 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
