Are you ready to be part of one of the world’s most exciting companies and support the future
of energy? Shell is launching a new Customer Operations team focused on EV drivers — and
we’re looking for passionate individuals to join us! No customer service experience? No
problem! We’ll train you. Just bring your language skills, enthusiasm and willingness to learn
Principle Accountabilities:
Customer Enquiries:
- Handle customer complaints, feedback, and compliments.
- Assist with promotions, offers, gift delivery, and membership queries.
- Manage logistics inquiries and collaborate with service providers to ensure customer
satisfaction.
Loyalty Management:
- Oversee the customer loyalty experience.
- Handle transaction and loyalty-related questions.
- Manage loyalty registration, data, and card issues.
- Perform fraud checks and support point redemption and transfers.
- Resolve loyalty complaints.
Process and Administrative Work:
- Use internal systems effectively and understand how they interconnect.
- Ensure accurate customer data by supporting data integrity.
- Collaborate with logistics companies and internal teams.
Digital and Touchless Support:
- Help customers on digital channels and encourage self-service.
- Respond to social media queries appropriately.
- Manage live chat inquiries on the website and mobile app.
- Support IT upgrades and projects with operational input.
Customer Operations:
This supports various customer fulfillment activities within Downstream Global Commercial,
aiming to provide the best customer experience and business value at an affordable cost.
Digital and Touchless Support
Provides customer support for loyalty programs, handles transaction and data queries,
manages digital channels, and supports social media with technical assistance. Supports
compliance checks and data integrity, and assists with IT upgrades.
Requirements:
Languages:
- English Language Proficiency – B2
- Dutch Language Proficiency – B2/C1
Other Skills & Experience:
- Bachelor’s degree preferred (Business related major) or equivalent experience
- Previous experience in Customer service
- 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
- 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.
What we offer:
- Hybrid work model and flexible working hours
- A vibrant and collaborative workplace culture
- Opportunities for learning, development, and career growth
- Exposure to global finance operations and transformation projects
- Competitive salary and benefits package
Please note that this is temporary role for 12 months.
If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
