Job Purpose

Provide consistently high quality Customer Service delivery within service standards set i.e . service levels and performance matrix . Meet customer expectations and consisten tly deliver on customer promise through effective communications, value-adding interactions and efficient issue resolution. Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service.

Principal Accountabilities:

• Adopts Customer 1st mindset and utilizes the C SS behaviors to deliver an exceptional customer experience
  

• Represents a professional customer focused image of Shell to the customers .
  

• Identifies opportunities to improve the customer experience for customers
  

• Handles a range of first line customer enquiries within the agreed processes and ways of working
  

• Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
  

• Acts to resolve customer enquiries during the first contact with the customer (live resolution).
  

• Pro-activ e ly keeps customers informed throughout the contact management process.
  

• Records and follow up all customer contacts in customer facing systems for the service accredited.
  

• Escalate immediately where appropriate to Team Leader or Sales Manager any issue which could jeopardize the relationship with the customer
  

• Maintains current up-to-date knowledge of business processes and procedures for area of responsibility
  

• Delivers on your customer promise and commitments
  

• Identifies and agrees with the Team Lead their own Indivi dual Development Plans and acts to close any performance or development gaps