Customer Success Specialist Dutch Speaker
2 tygodni temu
Job Family Group: Commercial and Retail
Worker Type: Regular
Posting Start Date:
Business unit:
Experience Level: Early Careers
Job Description:
Customer Operations forms part of Downstream Global Commercial with the primary objective of providing an exceptional Customer Experience and driving business value while maintaining cost-efficiency. This team offers support to all Downstream marketing enterprises through various Customer Fulfillment activities.
Responsibilities:
- Feedback and Issues: Address Integrated Retail B2C complaints, collaborating with other service partners as necessary.
- Offers and Promotions: Manage reports on promotions, third-party offers, gift deliveries, balance inquiries, and Premium membership.
- Loyalty Management: Oversee Retail Loyalty Customer Experience; address transaction and self-serve queries, as well as general loyalty-related inquiries and support. Conduct compliance checks on manual data quality control.
- Develop a comprehensive understanding of internal systems, their individual functions, and their interrelationships.
- Support Data Integrity Management by promoting accountability and ownership of Customer data quality input in systems.
- Collaborate with internal interfaces following agreed processes and protocols.
- Assist Shell's Customers on digital platforms and promote self-support solutions actively, ensuring awareness of website and app information and tools.
- Provide technical assistance on social media platforms.
- Utilize detailed business and process knowledge to support testing for IT upgrades or projects requiring operational input when necessary.
Requirements:
- English Language Proficiency – B2
- Dutch Language Proficiency – C1
- Bachelor's degree preferred (Business related major) or equivalent experience.
- Demonstrate a strong Customer service mindset and the ability to grasp, meet, and advocate for Customer needs while adhering to Shell's policies and procedures.
- Ability to independently resolve various uncommon queries.
- Build a broad network of contacts, subject matter experts, and decision-makers within the business to address complex Customer issues.
- Exhibit versatile communication skills, delivering effective, professional, accurate, and prompt written, phone, live chat, and social media communications.
What we offer:
- Flexible working hours & hybrid working arrangement
- Comprehensive medical care and individual life insurance
- Modern office environment with amenities such as a canteen, relax rooms, and bike & car parking
- Enhanced office and sanitary facilities accessibility
- Competitive benefits package
If you do not meet all the job requirements mentioned in the posting above, we still encourage you to apply. Research indicates that women and underrepresented groups tend to apply only when they feel completely qualified. We are dedicated to fostering a more fair, inclusive, and diverse work environment, and we welcome applications from individuals of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences.
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