Job Description : Job Purpose :
Job Purpose :
Customer Success Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.
Principal Accountabilities :
This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to : Global Commercial, Commercial Fleet and Retail.
These activities cover all Customer levels including Key Accounts and Platinum Customers.
Feedback and Issues :
Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required.
Close the loop with customers
Touchless Support and Setup :
Support and proactively encourage touchless uptake and utilisation
Act as first level support for system interface errors
Monitor account and payment transaction activity to identify incidents of Fraud.
Support Fraud Managers with fraud case information requirements
General Inquiries :
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
Job Requirements :
4-year bachelor’s degree (Preferably)
Customer service in a business process outsourcing experience (Advantage)
Strong written and verbal communication skills is a must (American English)
Receptive behaviour on coaching, feedback and areas for improvement in relation to performance.
Exhibit a strong to excellent customer advocacy skills
Continuous improvement mind-set
Commercial & Economic Acumen - Knowledge
Value Chain Understanding - Knowledge
Managing Customer Experience - Skill
Contract Management -Knowledge