Customer Success Specialist

Job Description

The CSS delivers high-quality frontline customer service aligned with Shell standards, ensuring smooth end-to-end support across Order to Delivery (OTD) and Order to Cash (OTC) processes. Maintain a professional, customer-centric approach that consistently meets Shell’s service levels, compliance rules and HSSE expectations.

Principal Accountabilities

• Handle frontline customer enquiries in line with Shell processes and SLAs. Outbound call to solve Level2 case issues.
• Manage CO Turkey all business enquiries, promotions, third‑party offers and premium membership queries.
• Take ownership of complaints, feedback and compliments, ensuring end‑to‑end resolution.
• Organize trainings for 3rd party and customers for Shell digital tools.
• Drive live resolution and schedule Date & Time Commitments (DTC) when needed.
• Maintain accurate records in customer-facing systems (Salesforce, GSAP, Evias, Markethub, Zendesk, CUIC, LCMS etc.).
• Support data integrity and ensure right‑first‑time accuracy in customer information.
• Collaborate with business, internal teams, 3rd party teams and act as the operational bridge.
• Contribute and develop operational local and global projects.
• Support all local & global projects, testing and validation for system upgrades requiring frontline expertise.
• Maintain and update business and operation SOPs
• Work closely with internal interfaces to ensure smooth processes and optimized routing.
• Perform reporting and analysis using related systems.
• Handle customer disputes related to pricing, tax, master data, quantity and invoicing.
• Work as super-user to solve all issues.

Digital & Touchless Support

• Promote digital self-service channels and guide customers in using Shell digital tools.
• Support digital transformation initiatives improving customer experience.
• Meet individual performance targets, team KPIs and CO KPIs.
• Support all CO operations and focus process improvement
• Maintain service continuity during BCP mode and system outages.

Skills & Experience

• Bachelor’s degree preferred or equivalent experience.
• Strong customer service mindset with ability to champion customer needs.
• Experience with Microsoft Office and digital communication platforms.
• Ability to act as Shell Brand Ambassador across channels including live chat and social media.
• Strong problem‑solving skills and ability to handle uncommon queries.
• Demonstrated resilience, patience and professional communication skills.
• Ability to build internal networks for resolving complex issues.
• Continuous improvement mindset and openness to coaching.
• Turkish – Native
• Language: English (Advanced)