Customer Service Representative German Speaker
4 tygodni temu
Job Summary:
Shell is seeking a Customer Service Representative German Speaker to join our Customer Operations team. As a key member of our team, you will be responsible for delivering a best-in-market customer experience and business value at an affordable cost.
Key Responsibilities:
- Handle a range of front-line customer enquiries within agreed processes and ways of working, including:
- Take ownership for the resolution of Integrated Mobility B2C complaints, feedback, and compliments, liaising with other service partners as required.
- Handle transaction queries, self-serve queries, and general loyalty-related enquiries.
- Support the redeeming and transferring of customer loyalty points.
- Ensure customers are aware of the information and tools on the website and mobile application.
- Support Data Integrity Management by embedding right-first-time accountability and ownership of customer data quality inputted at system.
- Support 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 application.
Requirements:
- English Language Proficiency – B2.
- German Language Proficiency – C1.
- Bachelor's degree preferred (Business-related major) or equivalent experience.
- Previous experience in customer service.
- Possess a strong customer service ethic and ability to understand, meet, and champion the customer's needs while staying within the policies and procedures of Shell.
- Able to act as a Shell Brand Ambassador in a 'voice of Shell' role with Live Chat and social media platforms.
- Able to demonstrate a continuous improvement mindset.
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
- Able to problem-solve independently, dealing with a range of uncommon queries.
- Able to demonstrate resilience and patience, especially when interacting with challenging customers.
- Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.
- Able to demonstrate a continuous improvement mindset.
What We Offer:
- Flexible working hours & hybrid set-up.
- Complex medical care and individual life insurance.
- Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car parking space.
- Improved accessibility of office and sanitary facilities.
- Attractive benefits package.
We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
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