Customer Success Specialist - Otc Job in Shell

Order Management:

• Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.

• Manage delivery of orders take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required

• Handle and resolve all queries from Customers.

• Schedule standard and non-standard orders

• Process Returned Product

Credit Management:

• Block Order Management Monitor open orders, review order status and action blocked orders.

• Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling.

Dispute Management:

• Own the end-to-end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.

Feedback and Issues:

• Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.

• Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.

• Ensure ordering issues are visible and managed in accordance to service level agreement.

Online Services Support and Setup:

• Support and proactively encourage uptake and utilization of online services.

• Act as first level support for system interface errors.

• Assist in online services setup for system-to-system setup with existing Customers.

• Work with Customer IT teams to resolve issues and manage internal processes.

Handling General Public and Loyalty Activities

1.Customer Enquiries
Handle and resolve a range of front-line Customer enquiries including complaints, feedback and offers. Escalate where appropriate and in collaboration with other service providers to ensure Customer outcomes.

Handle new business and various queries from Customers.

2. Loyalty Management

• Manage the Retail Loyalty Customer Experience

• Handle transaction queries, self-serve queries and general loyalty related enquiries.

• Process Customer loyalty registration, requests, and complaints.

Others:

• Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.

• Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.

Job Requirements:

• Minimum bachelor s degree in any field of study

• Possess strong leadership and teamwork-based experience.

• Primary freshers, else less than 3 years working experience.

• Strong proficiency (Read/ Write /Speak) in English and (Read / Speak) in Hindi

Skills & Requirements:

• Value Chain Understanding (Knowledge)

• Commercial and Business Acumen (Knowledge)

• Problem Solving & Analytical (Skill)

• Managing Customer Experience (Skill)

• Proven ability to manage multiple priorities to meet stakeholder's expectations management experience - building and maintaining effective relationships.

• Able to apply Continuous Improvement behaviors to lead improvement initiatives

An innovative place to work

There s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people s lives for more than a hundred years, Shell has become one of the world s leading companies.

Join us and you ll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.

An inclusive place to work

Shell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone from our employees, to our customers, partners, and suppliers feels valued, respected, and has a strong sense of belonging.

To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment one where you can express your ideas, extend your skills, and reach your potential.

We re closing the gender gap whether that s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

We re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We re huge advocates for career development. We ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.