Job Purpose

We are looking for Customer Operations Specialists (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.

Responsibilities

•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

Skills & Competencies

•Track record of over-achieving quota

•Strong phone and verbal communication skills along with active listening

•Familiarity with CRM systems and practices

•Working knowledge of SAP would be a benefit

•Customer focus and adaptability to different personality types

•Ability to multi-task, set priorities and manage time effectively

•Attention to details and accuracy

•Problem analysis and problem solving

•Stress tolerance, resilience and the ability to maintain satisfactory work standards under pressure

•Ability to work in a team, adaptable

Other requirements

•This is a shift-based role

•This is a 6 working days role

Education & Experience

•Bachelor’s degree or higher