This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat and social media engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.

Principal Accountabilities:

Customer Enquiries

Handle a range of front line Customer enquiries within the agreed processes and ways of working, including:-Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as requiredOffers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membershipLogistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Loyalty Management

Manage the Retail Loyalty Customer ExperienceHandle transaction queries, self-serve queries and general loyalty related enquiriesProcess Customer loyalty registration and personal data management, channel preference modificationPerform compliance checks on fraud and manual data quality controlSupport the redeeming and transferring of Customer Loyalty pointsManage the lost/stolen/forgotten cards processResolve Loyalty complaints

Process and Administrative Work

Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each otherSupport Data Integrity Management, by embedding  right first time accountability and ownership of Customer data quality inputted at systemCollaborate with third party logistics companiesLiaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

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 applicationSupport social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited charactersWork with the new digital livechat channels for inbound Customer queries both through the website and the mobile applicationGiven detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

Job Knowledge, Skills & Experience:

Language:

Customer Language Proficiency (at least 1 if multiple language business) – C1English Language Proficiency – B2

Other Skills & Experience:

Bachelor degree preferred (Business related major) or equivalent experiencePrevious experience in Customer service or operationsExperience in Microsoft Office with experience in using social media platforms including twitter/FacebookPossess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and proceduresAble to act as a  Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platformsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunitiesAble to demonstrate resilience and patience, especially when interacting with challenging CustomersAble to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quicklyAble to demonstrate a continuous improvement mind-set