Customer Success Specialist SFS

, Türkiye

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

March 7, 2025

Business unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

Job Purpose

Provideconsistentlyhighquality Customer Service delivery within service standards set i.e. service levels and performancematrix. Meet customer expectations and consistently deliver on customer promisethrough effective communications, value-adding interactions and efficient issue resolution.Maximizeopportunityto maintain professionalism and create a positive customer experienceevery time customerscomeintocontactwith Customer Service.

Principal Accountabilities:

• Adopts Customer 1st mindset and utilizes the CSS 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 

  
  

• Identifies and agrees with the Team Lead their own Individual Development Plans and acts to close any performance or development gaps

  
  

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Key/Special Challenges 

• Takingownership of customer enquiryevenwhenresolution is not withindirect control

  
  

• Proactivelymonitoringthe E2E processtoensureall Service Providers deliver on the customer promiseforthesecustomers

  
  

• Good problem solving and analyticalskills

  
  

• Strong interpersonal skills

  
  

• Abilitytoworkwellunderstress (resillience)

  
  

• Provide a courteous, enthusiastic, polite and helpfulcontactexperiencetoourcustomers, engendering a ‘smile’ overthephone.

  
  

• 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.

  
  

DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.