Customer Success Specialist role involves providing high-quality frontline customer facing service to support the Retail End to End integrated team. The role requires handling customer enquiries, resolving issues, and delivering effective communications and efficient issue resolution. The successful candidate will project a professional company image and provide the best customer experience through phone interaction, emails, ticketing, live chat, and social media engagements.
Requirements
- Handle a range of front-line customer enquiries within the agreed processes and ways of working
- Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure customer outcomes
- Manage the Retail Loyalty Customer Experience
- Process customer loyalty registration and personal data management, channel preference modification
- Perform compliance checks on fraud and manual data quality control
- Support the redeeming and transferring of customer loyalty points
- Manage the lost/stolen/forgotten cards process
- Resolve loyalty complaints
- Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
- Support Data Integrity Management, by embedding right first time accountability and ownership of customer data quality inputted at system
- Collaborate with third-party logistics companies
- Liaise with internal interfaces within the agreed processes and ways of working
- 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
- Support social media platforms responding to customers' queries taken through these channels with an appropriate tone and within the limited characters
- Work with the new digital livechat channels for inbound customer queries both through the website and the mobile application
Benefits
- Flexible working hours
- Possibility of remote/mobile working
- Competitive starting salary
- Annual performance-related salary increase
- Paid parental leave, including for non-birthing parents
