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