Shell Africa Jobs: Business-GC Customer Service Professional (Lubes)

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.

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 gaps.

Requirements:

Candidate must possess at least a Schooling (16-18): High/Pre-U/A-Level in any field.
Required language(s): English, 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.
Applicants should have work authorization(s) for South Africa
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 oftware familiarity (Microsoft and Internet)
Good command of the language that is required for that operation.
2 Full-Time positions available.

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.
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Shell is an Equal Opportunity Employer.

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