Address
Form of work Ours is a world that is transforming and evolving. Our future will not only be powered by the energy sources that keep Australia moving today but alternative energy sources will also power our future. It requires people who want to grow and evolve with us. Bright minds, boundless energy, new perspectives and the determination to take us forward. People who can help us deliver the energy products that keep our customers and their businesses moving today, and are committed to building Australia’s energy future for tomorrow. We are the exclusive Shell licensee in Australia, and supply around a quarter of Australia’s fuel through our extensive network of over 1,300 service stations and through our commercial partnerships with some of Australia’s biggest companies in the aviation, marine, transport, resources, construction and manufacturing industries – we help industries reach their destinations too!
About the role
The Customer Service Specialist – Shell Card provides high level support to our Shell Card customers through our phone and email channels. They will service our customers across a broad range of their needs with a particular focus on complex and high value enquiry types while driving greater adoption of our Self Service functionality.
Duties
You will love helping customers and no two days will be the same. You will work as part of high performing team delivering an amazing customer experience making the complex simple as you creatively solve problems and provide superior service. Some of the duties you will be performing will include;
Creating a simple and extraordinary customer experience across all interactions over multiple communication channels: voice & email
Demonstrating a strong sense of ownership of issues/scenarios presented day to day, managing them through to completion within designated timeframes
Identifying and effectively managing a customer’s issue through to an agreed resolution.
Collaborating with the Shellcard Team to understand how the business strategy/activity links into the focus on an extraordinary Customer Experience
Use your knowledge to upsell Shellcard CVP & Offers
You will troubleshoot and promote Customer use of self-service functionality.
You will develop a specialist knowledge of our Customer journeys and subject matter in order to provide a highly specialised experience.
Drive improved CSI and NPS to ensure customer satisfaction/experience is exceeded.
Provide account management for our Mass Market customer segment.
Deliver against agreed Key Performance indicators and targets
This role will suit a candidate who enjoys, or is seeking to develop:
People Management and Relationship Building skills
Develop and strengthen existing and new customer relationships –internal & external
Driving technical and operational efficiencies to improve Customer Experience and service delivery metrics
Identifying opportunities to meet customer needs (existing and future) through workshops, collaboration sessions and customer verbatim.
Skills and Experience
The successful candidate will demonstrate strength in:
Their ability to articulate, listen and communicate effectively.
Experience in identifying customer needs and provide solutions to solve their concerns.
Creative problem solving skills
Be Customer Obsessed
Extremely accurate, attention to detail
Very good written and verbal communications
Excellent time-management skills
Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables
Ability to influence through others and collaborate across teams
Intermediate to advanced experience in managing and maintaining records in Customer Relationship Management systems.
Excellent Computer Skills
Our Culture
We describe our company as being driven by people. We believe diversity in the workplace is every bit as important as it is in everyday life. We have been awarded the WGEA Employer of Choice for Gender Equality for the past four years running. We encourage inclusivity and diversity in our company and welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people. We recognise that you may have commitments and interests outside of work and offer a variety of flexible working arrangements to ensure your needs and aspirations are supported. We encourage and support diversity in our traditional and non-traditional roles.
The Benefits
We offer a supportive and collaborative environment, focused on innovation and developing a team of valued, specialised and highly capable professionals. We offer above market superannuation, 25% discount on Fuel and our parental leave provisions are industry leading.
Apply now via the links
Applications Close 12th April 2023
