Shell Customer Operations Specialist-OTC Fleet in Turkey
Customer Operations Specialist-OTC Fleet
No. of Positions:
Provide consistently high quality Customer Service delivery within service standards set i.e. service levels and performance matrix. Meet customer expectations and consistently deliver on customer promise through effective communications, value-adding interactions and efficient issue resolution. Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service.
Act as a touchless setup lead in system-to-system setup with existing Customers. Work with Customer IT teams to support Operating Unit to resolve issues and manage internal processes.
E-commerce country focal point
An inclination to RPA as a professional or an amateur
Adopts Customer 1st mindset and utilizes the COS-OTC behaviors to deliver an exceptional customer experience
Represents a professional customer focused image of Shell to the customers
Identifies opportunities to improve the customer experience for customers
Handles a range of first line customer enquiries within the agreed processes and ways of working
Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
Acts to resolve customer enquiries during the first contact with the customer (live resolution).
Pro-actively keeps customers informed throughout the contact management process.
Records and follow up all customer contacts in customer facing systems for the service accredited.
Escalate immediately where appropriate to Team Leader or Sales Manager any issue which could jeopardize the relationship with the customer
Maintains current up-to-date knowledge of business processes and procedures for area of responsibility
Delivers on your customer promise and commitments
Meeting Shell Card (euro-shell) customers’ requests. Communicate with global stakeholders in case of operational problems of Shell Card customers.
Identifies and agrees with the Team Lead their own Individual Development Plans and acts to close any performance or development gaps
Full compliance with TS-EN-ISO 9001, ISO 27001 and ISO 10002 standards/procedures/work instructions
Auto req ID:
Commercial Business to Business (B2B)
Country of Work Location:
Bachelor degree or equivalent experience
Previous experience in Customer service or operations
IT software familiarity (Microsoft Office and SAP preferred)
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
Understand Shell’s Play Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Turkish & English language- Advanced
Istanbul - Esentepe
Taking ownership of customer enquiry even when resolution is not within direct control
Proactively monitoring the E2E process to ensure all Service Providers deliver on the customer promise for these customers
Good problem solving and analytical skills
Strong interpersonal skills
Ability to work well under stress (resillience)
Provide a courteous, enthusiastic, polite and helpful contact experience to our customers, engendering a ‘smile’ over the phone.
Show seniority and peer coaching skills especially for new team members.
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