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Customer Service Professional

Bengaluru, KA
Job Code:
  • Oil & Gas
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Job Details

Job Purpose To develop strong relationships with Customers & Sales, deliver a best in market customer experience and generate value.Principal Accountabilities Collaborate and build relationships/ partnerships with Sales and Functional Leaders across the organizationAdopts Customer 1st mindset and utilizes the Customer Operations Specialists behaviors to deliver an exceptional customer experience Identifies opportunities to improve the customer experienceHandles a range of front line customer enquiries within the agreed processes and ways of working, including- Place Order - Place, Amend and Cancel Standard Orders, liaising with other Service Partners in LSC and OTD as required. Applying the appropriate freight charges and surcharges as required. Manage the Blocked Orders process - Proactively encourage Customers to migrate to Touch less channels wherever possible Returned Product - Receive request for return of product, via Customer, Distributor or AM. Liaising as applicable with LSC, Supply, S&TCopy Documents - Receive Request for copy documents - Continue to promote use of touch less channels for invoice related Copy Docs. Feedback and Issues Take ownership for the resolution of customer complaints, feedback and compliments, liaising with other Service Partners as requiredNew Business - Receive request for information or quotation from potential new mainline Customers and connect them to the appropriate contact within Shell. Lubes Delivery Status - Take ownership for Delivery Status process, liaising with LSC Service Partners as required, including managing Backorder reports, shortages, trouble shootingTouch less - Supporting and proactively encourage touch less uptake, e-invoicing, e-serve, system to system, Shell MarketHub utilization. Manage & monitor Customer & Distributor complaints mailbox through to resolution.Contribute to significant improvement in CSI scores for DFOA Customers. Calling customer to ensure a close loop process is embedded to ensure all feedback is assessed and acted upon. Resolve enquiries within the agreed SLAs, escalating where appropriate, and in collaboration with other Service Providers to ensure customer outcomesMaintains current up-to-date knowledge of business processes and procedures for Oder to Delivery Enquiries, including Orders and Delivery Management (place / amend order, delivery status), DSSS, DFOA, Order Blocks, Tech helpdesk enquiriesRequirementsJob Knowledge, Skills & ExperienceLanguage Customer Language Proficiency (at least 1 if multiple language business) - B2 English & Hindi Listening & Speaking - A1English Reading - A2 English Writing - A1Other Skills & Knowledge Independent in engaging customers and ability to independently deal with a range of more complex and uncommon servicesHave an in-depth, intimate knowledge of the customers' business and the Industry In-depth knowledge of Customer Service Operating Model, the offer book and customer value propositionFull knowledge of IT applications within your scope of responsibility Full knowledge of Group policies and standardsHas in-depth experience in Customer Service and or Industry IT software familiarity (Microsoft and Internet)Good command of the language that is required for that operation this is the customer language in that geographic location. An extensive network of contacts/ subject matter experts/ decision makers across the business and E2E service chain to help resolve the more complex customer problems Go to people who can get things done. This could include Account Manager, SaSu, Schedulers, GPE, CI FPs etc.Ability to spot trends and identify CI opportunities to processes or to solve root cause issues Given their detailed business and process knowledge they may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational support/ inputCompetenciesCSP Framework, plus below competencies; Business Awareness - Skill Managing Customer Experience - SkillManages and support OTC policies and processes SkillCommercial & Economic Acumen - KnowledgeKey Challenges1) Taking ownership of customer enquiry even when resolution is not within direct control2) Accepting responsibility as the public face of Shell for failure to deliver on customer promise Behaviours CSP Framework Type of Change Change <30%. Some activities/ services moved to the new Customer Account Specialist job - Account, Billing & Payment EnqAdditional Comments Job start as a JG 7 but as the Sales Ops services and activities are migrated in stage 2, with higher risk more complex accounts, the job should move to JG 6/7, in line with the Sales Ops
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-5


Technical Process | Voice Process - Both BPO Type
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