Customer Success Specialist Dutch Speaker

2 tygodni temu

Kraków, Lesser Poland SHELL BUSINESS OPERATIONS KRAKÓW Pełny etat

Customer Operations is part of Downstream Global Commercial and its core purpose is to provide a top-notch Customer Experience and business value, all while keeping costs reasonable. Customer Operations supports various Downstream marketing businesses through a variety of Customer Fulfillment activities.

Responsibilities:

  • Feedback and Issues: Own the resolution of Integrated Retail B2C complaints by collaborating with other service partners as needed.
  • Offers and Promotions: Handle reports on promotions, third-party offers, gift deliveries, balance inquiries, and Premium membership.
  • Loyalty Management: Oversee Retail Loyalty Customer Experience; address transaction queries, self-serve questions, and general loyalty inquiries while ensuring data quality compliance checks are conducted correctly.
  • Acquire a deep understanding of internal systems and their interconnections.
  • Support Data Integrity Management by promoting accountability and ownership of Customer data quality input.
  • Collaborate with internal interfaces following agreed processes.
  • Assist Shell's Customers on digital channels and promote self-support solutions, making sure Customers are informed about website and mobile app tools.
  • Provide technical support on social media platforms.
  • Based on your business and process knowledge, you might be asked to support testing for IT upgrades or projects needing operational input.
Requirements:
  • English Language Proficiency – B2
  • Dutch Language Proficiency – C1
  • Preferably a Bachelor's degree (Business-related major) or equivalent experience.
  • Proficiency in Microsoft Office and experience with social media platforms like Twitter/Facebook.
  • Strong Customer service mindset to cater to Customer needs within Shell's policies.
  • Ability to independently solve problems, handling various uncommon queries.
  • Build a network of contacts and experts across the business to resolve complex Customer issues.
  • Demonstrate effective communication skills in writing, phone calls, live chat, and social media channels.
Offer:
  • Flexible working hours & hybrid work setup,
  • Comprehensive medical care and life insurance,
  • Modern office with amenities like a canteen, relaxation rooms, bike & car parking,
  • Enhanced accessibility of office and sanitary facilities,
  • Competitive benefits package

If you don't fully meet all job requirements listed above, we still encourage you to apply. Research indicates that many individuals, particularly women and underrepresented groups, only apply when they meet every requirement. We strive to foster a more inclusive and diverse environment and welcome applicants from all backgrounds to apply.

Skills/ Dutch,Customer Service,Effective Communication

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