Shell Global Customer Services Centre CA, provide consistently high quality Customer Service delivery within service standards set i.e. service levels and performance matrix. Meet the customer expectation and consistently deliver on customer promise. Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service.

Job ID: F31979

Responsibilities:
1. Adopts Customer 1st mindset and utilises the CSP behaviours to deliver an exceptional customer experience
2. Represents a professional customer focused image of Shell to the public
3. Identifies opportunities to improve the customer experience for key customers
4. Handles a range of first line customer enquiries within the agreed processes and ways of working
5. Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
5. Acts to resolve customer enquiries during the first contact with the customer (live resolution).
6. Pro-actively keeps key customers informed throughout the contact management process.
7. Records and follow up all key customer contacts in customer facing systems for the service accredited.
8. Escalate immediately where appropriate. If:
a. unable to live-resolve and unsure of how to manage the call/processes (escalate to Team Lead)
b. an issue could potentially impact a large number of customers or the reputation of Shell (escalate to Team Lead)
c. an issue relates to a key customer complaint about a CSP (escalate to Team Lead)
d. an issue relates to system problems (escalate to CSO Systems Support and Team Lead)
9. Maintains current up-to-date knowledge of business processes and procedures for area of responsibility
10. Delivers on your customer promise and commitments (My Commitments)
11. Identifies and agrees with the Team Lead on own Individual Development Plans and takes action to close any performance or development gapsRequirements:

• Candidate must possess at least a Schooling (16-18): High/Pre-U/A-Level in any field.
• Required language: English.
• Other language [not mandatory]: French.
• At least 2 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in Foreshore,Cape Town.
• Have an intimate knowledge of the customers’ business
• Understand/working knowledge of Customer Service Operating Model
• Full knowledge of IT applications within your scope of responsibility
• Full knowledge of Group policies and standards
• Has experience in Customer Service and or Industry
• IT software familiarity (Microsoft and Internet)
• Good command of the language that is required for the operation
• 2 Contract positions available.
• Applicants must be prepared to work shifts, between 14:00pm and 02:00am

Application Deadline: Tuesday 18 September 2012

Number of Vacancies: 2

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.

 Apply now

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