Company: Shell
Skills: Customer Service
Education: Bachelors/3-5 yr Degree
Location: Krakow, Poland

Customer Success Specialist with Bulgarian

If you are looking for exciting and meaningful opportunities in a global company at the forefront of the energy business and climate debate read on.

The world is changing fast, and Shell is changing too - not only to keep up with developments - but to anticipate and shape a better future.

Shell's newly integrated global Corporate Relations function brings together professional communicators, brand experts, government relations professionals and specialists in non-technical risk and social performance to work with commercial and technical colleagues and deliver Shell's business strategy.

This job forms part of the Order to Delivery Journey and provides high quality front-line Customer facing service to support the Mobility End to End integrated team (General Public, Loyalty and Digital). The Customer Success Specialist with Bulgarian projects a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live-chat and social media engagements with Customers.

Where you fit in:

We currently have an opening for Customer Success Specialist with Bulgarian to join our Customer Operations Excellence Europe team in SBO Krakow.

The Customer Success Specialist with Bulgarian will be part of the team responsible for ensuring excellence through provision of support to Bulgarian individual customers.

Principal Accountabilities:
  • 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,
  • Handle a range of front-line Customer enquiries within the agreed processes and ways of working,
  • Support Data Integrity Management, by embedding right accountability and ownership of Customer data quality inputted at system, work with internal systems, understanding both their individual use and how they relate to each other,
  • Liaise with internal interfaces within the agreed processes and ways of working.

  • Bulgarian Language Proficiency - C1,
  • English Language Proficiency - B2,
  • Bachelor's degree preferred (Business related major) or equivalent experience,
  • Previous experience in Customer Service is nice to have,
  • Experience in Microsoft Office with experience in using social media platforms including Twitter/Facebook,
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures of Shell,
  • Able to demonstrate a continuous improvement mind-set,
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities,
  • Able to problem-solve independently, dealing with a range of uncommon queries
  • Able to demonstrate resilience and patience, especially when interacting with challenging Customers.