Job Description : Job Purpose
We are looking for Customer Success Specialist (COS) for the Customer Operations Pakistan team. The COS will be the liaison between our company and its current and potential customers.
The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries;
keeping customer satisfaction at the core of every decision and behavior. The COS will be responsible for managing and delivering all relevant services to the customer from product ordering to cash collection, whilst trouble shooting and providing information where required.
The Customer Operations Team’s main purpose is to provide a best in market customer experience to our customers, when they contact Shell.
Our aim is to ensure that the customer chooses Shell more often and in preference to our competitors, ultimately generating higher returns for Shell.
This role makes sure customers find it easy to do business with Shell by providing a best-in-market Customer experience.
Answer and respond to large amounts of inbound and outbound calls & emails from customers in a timely manner
Follow communication scripts when handling different topics, and ensure customer verification procedures are followed
Identify customers’ needs, clarify information, research every issue and provide solutions and / or alternatives
Identify and escalate priority issues to relevant stakeholders
Seize opportunities to upsell products when they arise; provide customers with product and service information
Proactively encourage customers to use our online services and digital platforms and provide online services support (for system errors) and set up new accounts.
Build sustainable relationships and engage customers by taking the extra mile, ensuring follow up calls where required
Manage and resolve customer complaints
Keep records of all customer interactions, transactions, complaints and actions taken according to Standard Operating Procedures
Ensure compliance to all regulatory requirements, and monitor customer accounts for fraudulent activity
Manage customer contracts and agreements for expiry & business specific actions
Manage customer information appropriately
Reporting to key stakeholders & management as and when required
Frequently attend educational seminars to improve knowledge and performance level
Meet personal / team qualitative and quantitative targets
Provide feedback on the efficiency of the customer service process
This is a shift-based role