Jobs for People with MS: National MS Society

Job Purpose:

This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital).

The Customer Success Specialist needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat, and social media engagements with Customers. The Customer Success Specialist delivers effective communications, value-adding interactions, and efficient issue resolution.

Principal Accountabilities:

1. Customer Enquiries

• Handle a range of frontline Customer enquiries 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 enquiry, Premium membership.

• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

2. Loyalty Management

• Manage the Retail Loyalty Customer Experience

• Handle transaction queries, self-serve queries and general loyalty related enquiries.

• Process Customer loyalty registration and personal data management, channel preference modification.

• 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.

• Resolve Loyalty complaints.

3. Process and Administrative Work

• Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.

• Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system.

• Collaborate with third party logistics companies.

• Liaise with internal interfaces within the agreed processes and ways of working.

4. Digital and Touchless Support

• 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.

• Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters.

• Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application.

• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.

Language Requirement:

• French Language Proficiency - B1

• Customer Language Proficiency (at least 1 if multiple language business) – C1

• English Language Proficiency – B2

Other Skills & Experience:

• Bachelor’s degree preferred (Business related major) or equivalent experience.

• Previous experience in Customer service or operations

• 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

• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms.

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.

• Able to demonstrate resilience and patience, especially when interacting with challenging Customers.

• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.

• Able to demonstrate a continuous improvement mind-set.

An Innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people’s lives for more than a hundred years, Shell has become one of the world’s leading companies.

Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.

An Inclusive place to work

Shell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone – from our employees, to our customers, partners, and suppliers – feels valued, respected, and has a strong sense of belonging.

To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.