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: + 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