' Poland Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: October 11' 2023 Business unit: Downstream and Renewables Experience Level: Early Careers Job Description: What's the role? Customer Success Specialist is empowered to manage customer experience' relationships' and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fullfilment Cycle. It delivers end-to-end customer support' from contract and account set-up to order and payment. CSS provides Consistent' Adaptive' Reliable' and Easy experiences to our customers. More specifically' your role includes: - Handle a range of front-line Customer inquiries 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 required. - Offers and Promotions: Deal with Customer calls and e-mails regarding promotions' third-party offers' gift delivery' balance inquiry' Premium membership. - 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. - 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. Requirements: In this position' you should have a lot of motivation to work' also be a team player who has strong communication skills. We have hope to see as many of the following as possible on your CV: - English Language Proficiency - C1 - Italian Language Proficiency - C1 - Bachelor's degree preferred or equivalent experience. - Previous experience in Customer service will be an asset. - Able to demonstrate resilience and patience' especially when interacting with challenging customers. - Able to devel...