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: Feedback and Issues: Take ownership for the resolution of Integrated Mobility B2C complaints, feedback and compliments, liaising with other service partners as requiredLoyalty Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membershipResolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomesCommit 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 otherSupport Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system

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 applicationGiven 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'sFull compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001 and ISO 27001 standards/procedures/work instructionsProvide 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) occursCSS 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:

TurkishEnglish Language Proficiency – B2

Other Skills & Experience:

Bachelor’s degree preferred (Business related major) or equivalent experienceExperience in Microsoft Office with experience in using social media platforms including twitter/Facebook/Instagram etcPossess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of ShellAble to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platformsAble to demonstrate a continuous improvement mind-setDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunitiesAble to problem-solve independently, dealing with a range of uncommon queriesAble to demonstrate resilience and patience, especially when interacting with challenging CustomersAble to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problemsAble to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quicklyHave an in-depth knowledge of the local Retail business and ability to build local market intimacy