Customer Success Specialist (Night Shift)

What’s The RoleThis job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Operations Specialist Loyalty 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 Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.What You’ll Be DoingYour principal accountabilities will include:Customer EnquiriesHandle a range of front line Customer enquiries within the agreed processes and ways of working, including:Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as requiredOffers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membershipLogistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomesLoyalty ManagementManage the Retail Loyalty Customer ExperienceHandle transaction queries, self-serve queries and general loyalty related enquiriesProcess Customer loyalty registration and personal data management, channel preference modificationPerform compliance checks on fraud and manual data quality controlSupport the redeeming and transferring of Customer Loyalty pointsManage the lost/stolen/forgotten cards processResolve Loyalty complaintsProcess and Administrative WorkAcquire 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 systemCollaborate with third party logistics companiesLiaise with internal interfaces within the agreed processes and ways of workingDigital and Touchless SupportSupport 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 applicationSupport social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited charactersWork with the new digital live chat channels for inbound Customer queries both through the website and the 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 inputWhat You BringWe look forward to speak with candidates who have:Customer Language Proficiency (at least 1 if multiple language business) – C1English Language Proficiency – B2Bachelor degree preferred (Business related major) or equivalent experiencePrevious experience in Customer service or operationsExperience in Microsoft Office with experience in using social media platforms including twitter/FacebookPossess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and proceduresAble to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platformsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunitiesAble to demonstrate resilience and patience, especially when interacting with challenging CustomersAble to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quicklyAble to demonstrate a continuous improvement mind-setWhat We OfferYou bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.Progress as a person as we work on the energy transition together.Continuously grow the transferable skills you need to get ahead.Work at the forefront of technology, trends, and practices.Collaborate with experienced colleagues with unique expertise.Achieve your balance in a values-led culture that encourages you to be the best version of yourself.Benefit from flexible working hours, and the possibility of remote/mobile working.Perform at your best with a competitive starting salary and annual performancerelated salary increase – our pay and benefits packages are considered to be among the best in the world.Take advantage of paid parental leave, including for non-birthing parents.Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.Grow as you progress through diverse career opportunities in national andinternational teams.Gain access to a wide range of training and development programmes.We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.Shell Business Operations Manila Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.