customer success specialist

Quality Resource Pvt Ltd

<div>
 
 Quality Resource Private Limited a Multinational Digital Marketing Company
 
 enables organizations of all sizes to manage their Digital Marketing needs through SEO, Landing pages, Reviews and Reputation Management, PPC, Website Optimization, Social Media, Web and Mobile Apps development.
 
 
 We&rsquo;re currently looking for
 
 Customer Success Specialist (Night Shift
 
 ) in our
 
 Lahore office
 
 . This is a pure prospecting role,
 
 Managing Outbound calling, Customer Retention, Customer Activation and Upselling
 
 to the prospective clients. Successful candidates must be Social, Analytical, possess an aptitude for learning and using new software and be able to communicate clearly and effectively. The ideal
 
 Customer Success Specialist
 
 should engage with customers, maximize value, and create strategies to grow our customer base.
 
 
 
 Salary Slab:
 
 Rs. 100,000 to Rs 150,000 base pay plus incentives.
 
 
 
 Office location:
 
 Main Boulevard Gulberg, Lahore.
 
 
 
 Work Hours:
 
 6:00 PM to 3:00 AM. (Monday &ndash; Friday)
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Develop and manage client portfolios.
 </li>
 <li>
 Sustain business growth and profitability by maximizing value through upsell.
 </li>
 <li>
 Analyze customer data to improve customer experience.
 </li>
 <li>
 Hold product demonstrations for customers.
 </li>
 <li>
 Improve onboarding processes.
 </li>
 <li>
 Evaluate and improve tutorials and other communication infrastructure.
 </li>
 <li>
 Mediate between clients and the organization.
 </li>
 <li>
 Handle and resolve customer requests and complaints.
 </li>
 <li>
 Minimize customer churn.
 </li>
 <li>
 Aid in product design and product development.
 
 
 </li>
 </ul>
 
 Qualifications And Skills
 
 
 
 <ul>
 <li>
 2+ years proven experience in customer success/service/sales or Communications or Bachelors Degree.
 </li>
 <li>
 Highly organized and able to multitask. Self-driven and proactive nature.
 </li>
 <li>
 Excellent communication and interpersonal skills. Demonstrate leadership qualities.
 </li>
 <li>
 High computer literacy and ability to learn new software.
 </li>
 <li>
 Knowledge of customer success processes. Experience in document creation.
 </li>
 <li>
 Patient and active listener. Passion for sales
 </li>
 <li>
 Experience utilizing CRM systems, and Microsoft office.
 </li>
 <li>
 1+years of successful revenue-based sales experience.
 </li>
 <li>
 Working understanding of data protection technologies.
 
 
 </li>
 </ul>
 
 Why work with us?
 
 
 
 <ul>
 <li>
 Quality Resource Pvt. Ltd. means collaborating with dedicated professionals with a passion for Sales and technology.
 </li>
 <li>
 When we see something that could be improved, we get to work inventing the solution.
 </li>
 <li>
 Our people demonstrate our winning culture through positive and meaningful relationships.
 </li>
 <li>
 We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
 </li>
 <li>
 Our team members&rsquo; health and wellness is our priority as well as rewarding them for their hard work.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 EOBI.
 </li>
 <li>
 Gratuity.
 </li>
 <li>
 Medical insurance.
 </li>
 <li>
 Free Parking.
 </li>
 <li>
 Subsidized Food Facility.
 </li>
 <li>
 Annual Bonus.
 </li>
 <li>
 Annual Paid Leaves.
 </li>
 <li>
 Drop Facility
 </li>
 </ul>
</div>

Customer Success Specialist

Shell

<div>
 <ul>
 <li>
 Customer Success Specialist
 </li>
 <li>
 Job Description
 
 
 </li>
 </ul>
 
 Job Purpose:
 
 
 
 This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle. The CSS pricing and the contract set up, amendment and management process.
 
 
 
 Principal Accountabilities:
 
 
 
 This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.
 
 
 
 Order Management:
 
 
 
 <ul>
 <li>
 Place, amend and orders, liaising with other service partners in LSC, OTD &amp; Credit as required.
 </li>
 <li>
 Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
 </li>
 <li>
 Manage Delivery Status &ndash; take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
 </li>
 <li>
 Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
 </li>
 <li>
 Schedule standard and non-standard orders (packed product).
 </li>
 <li>
 Process Returned Product.
 
 
 </li>
 </ul>
 
 Credit Management:
 
 
 
 <ul>
 <li>
 Debt Collection &amp; Cash Allocation &ndash; Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
 </li>
 <li>
 Block Order Management &ndash; Monitor open orders, review order status and action blocked orders.
 </li>
 <li>
 Handle basic Customer credit enquiries.
 
 
 </li>
 </ul>
 
 Dispute Management:
 
 
 
 <ul>
 <li>
 Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
 
 
 </li>
 </ul>
 
 Feedback and Issues:
 
 
 
 Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
 
 
 
 Lubricant Service Administration:
 
 
 
 Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
 
 
 
 Contract Management:
 
 
 
 <ul>
 <li>
 Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Offer Book.
 </li>
 <li>
 Execute contract legal and fiscal requirements, working with local legal focals.
 </li>
 <li>
 Follow-up directly with customers on missing contract documentation.
 </li>
 <li>
 Ensure contracts are signed and stored in line with local country requirements.
 </li>
 <li>
 Review contract performance as part of SCM process.
 </li>
 <li>
 Own contract documentation archiving and termination of customer contracts.
 </li>
 <li>
 Support preparing for tender bids.
 </li>
 <li>
 Securing 100% Compliance.
 
 
 </li>
 </ul>
 
 Pricing:
 
 
 
 Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
 
 
 
 Trouble Shooting:
 
 
 
 Provide &ldquo;One Team&rdquo; support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes
 
 
 Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
 
 
 
 Master Data Set Up &amp; Amend:
 
 
 
 <ul>
 <li>
 Maintain Sales Hierarchy, contract registers and banding adherence
 </li>
 <li>
 Set up and amend Customer master data
 </li>
 <li>
 Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable)
 </li>
 <li>
 Process manual vouchers received from Retailers during offline card transactions
 </li>
 <li>
 Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
 
 
 </li>
 </ul>
 
 Manage elements of the DFOA process:
 
 
 
 Manage and monitor Customer &amp; Distributor complaints mailbox through to resolution.
 
 
 Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
 
 
 
 Touchless Support and Setup:
 
 
 
 <ul>
 <li>
 Support and proactively encourage touchless uptake and utilization
 </li>
 <li>
 Act as first level support for system interface errors
 </li>
 <li>
 Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
 
 
 </li>
 </ul>
 
 General Inquiries:
 
 
 
 Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
 
 
 
 Education Requirement/Field of Study:
 
 Engineering Bachelor&rsquo;s Degree
 
 
 
 Requirements:
 
 
 
 
 Skills &amp; Experience:
 
 
 
 <ul>
 <li>
 Bachelor degree preferred (Engineering) or equivalent experience.
 </li>
 <li>
 Previous experience in Customer service or operations - 2 to 3 years
 </li>
 <li>
 English Language Proficiency.
 </li>
 <li>
 Experience in Microsoft Office; GSAP
 </li>
 <li>
 Data Analytics &amp; Insights
 </li>
 <li>
 Possess a strong Customer service ethic and ability to understand, meet and champion the Customer&rsquo;s needs, while staying within the policies and procedures of Shell.
 </li>
 <li>
 Able to demonstrate a continuous improvement mind-set.
 </li>
 <li>
 Demonstrated communication and relationship building skills.
 </li>
 <li>
 Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
 </li>
 <li>
 Value Chain Understanding.
 </li>
 <li>
 Commercial &amp; Economic Acumen.
 </li>
 <li>
 Contract Management.
 </li>
 </ul>
</div>

Cequens

<div>About Deewan
Deewan is a Saudi communication and customer engagement solutions provider with a rich portfolio of SMS, voice and WhatsApp communication solutions. We built our processes around delivering value for clients first and foremost, helping them increase brand awareness, reduce operational costs, and create impressive customer experiences that quickly make a difference. All this is possible through simple dashboards and a team of technical and business support specialists providing best-in-class service 24/7. If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team.
Job Summary:
We're looking for a passionate and proactive Customer Success Specialist to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.
Key Roles and Responsibilities:<ul><li>
Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.</li><li>
Support &amp; Engagement: Provide responsive and efficient customer support through various channels (email,phone, chat) and proactively engage with customers to identify potential issues and opportunities.</li><li>
Relationship Building: Cultivate strong relationships with customers by actively listening to their needs,providing personalized advice, and building trust.</li><li>
Revenue Retention &amp; Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.</li><li>
Data Analysis &amp; Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.</li><li>
Feedback &amp; Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.</li><li>
Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs</li></ul> 

Requirements 
Required Skills and Experience:<ul><li>
Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.</li></ul><ul>
<li>Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.</li>
<li>Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.</li>
<li>Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.</li>
<li>Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.</li>
<li>Experience with customer relationship management (CRM) systems and data analysis tools is a plus.</li>
<li>Experience &amp; background on CPAAS platforms is a plus.</li>
<li>Passion for learning and a desire to continuously improve customer experience.</li></ul></div>

Gallant Sports

Your mission isn&rsquo;t just to resolve tickets&mdash;it&rsquo;s to safeguard the reputation of a global brand.Gallant Sports UK is looking for a high-performing Customer Service Lead to own our customer success ecosystem. If you are a platform policy expert who thrives on hitting 100% SLAs and turning negative feedback into brand loyalty, this is your next career move.The MissionAs the Customer Experience Lead, you will be the final line of defense for our brand health across Amazon, eBay, Shopify, TikTok Shop, and Temu. Using eDesk, you will orchestrate a seamless support experience, lead a dedicated team, and ensure we remain in 100% compliance with global platform standards.Key Responsibilities (Strategic &amp; Operational)<ul><li>Platform Command: Oversee end-to-end communication and case management across all global storefronts via the eDesk Communication Hub.</li><li>Team Leadership: Supervise and mentor CS Executives, setting the gold standard for quality, tone, and response precision.</li><li>Escalation Mastery: Take full ownership of high-stakes issues, including A-to-Z claims, chargebacks, and dispute resolutions, ensuring our seller rating remains elite.</li><li>Reputation Shield: Proactively manage feedback removal and platform case submissions to maintain a &lt;1% negative feedback rate.</li><li>Data-Driven Reporting: Track, analyze, and report on KPIs (CSAT, Response Times, Refund Rates) to drive continuous improvement in our supply chain and logistics.</li><li>Direct Organization: Raise Red flags to operational team pointing out issues from voice of customer.</li></ul>Required Performance Standards (KPIs)We are looking for a &quot;numbers-driven&quot; leader who can consistently hit:<ul><li>SLA Mastery: 100% of messages responded to within 24 hours (Amazon SLA).</li><li>High Resolution: &ge; 85% of dispute cases resolved in the seller&rsquo;s favor.</li><li>Customer Happiness: Maintain a CSAT score of &ge; 98%.</li><li>Operational Efficiency: 95% case closure rate within 5 business days.</li></ul>What We&rsquo;re Looking For<ul><li>The Expert: Proven track record in e-commerce customer service (Amazon Seller Central expertise is a must).</li><li>The Strategist: You understand SOPs and know how to build response templates that convert frustrated buyers into repeat customers.</li><li>The Professional: Exceptional English communication skills and a deep understanding of UK/Global e-commerce policies.</li></ul>The Essentials<ul><li>Location: Onsite - Gulberg, Lahore</li><li>Timing: 12:00 PM - 8:00 PM</li></ul>How to ApplyReady to lead our Customer Success team? Send your CV to: aqeel@gallantsports.co.uk (Subject: Customer Experience Specialist - [Your Name])-#CustomerExperience #EcommerceGrowth #AmazonSellerCentral #eDesk #LahoreJobs #CustomerSuccess #D2C #Hiring #GlobalRetail #ReputationManagementJob Type: Full-timeWork Location: In person

<div>About CEQUENS
CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.
Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.
If you have the passion for success and are ready to constantly.
Job Summary:
We're looking for a passionate and proactive Customer Success Specialist to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.
Key Roles and Responsibilities:<ul><li>
Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.</li><li>
Support &amp; Engagement: Provide responsive and efficient customer support through various channels (email,phone, chat) and proactively engage with customers to identify potential issues and opportunities.</li><li>
Relationship Building: Cultivate strong relationships with customers by actively listening to their needs,providing personalized advice, and building trust.</li><li>
Revenue Retention &amp; Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.</li><li>
Data Analysis &amp; Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.</li><li>
Feedback &amp; Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.</li><li>
Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs</li></ul> 

Requirements 
Required Skills and Experience:<ul><li>
Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.</li></ul><ul>
<li>Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.</li>
<li>Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.</li>
<li>Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.</li>
<li>Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.</li>
<li>Experience with customer relationship management (CRM) systems and data analysis tools is a plus.</li>
<li>Experience &amp; background on CPAAS platforms is a plus.</li>
<li>Passion for learning and a desire to continuously improve customer experience.</li></ul></div>

ibex. Pakistan

<div>
 ibex. Pakistan currently have a job opening for the role of Customer Success Specialist in Karachi. In this role, you will be representing top international companies and provide customer support to their US-based customers. You will be responsible for handling a large number of incoming calls/chats for customer issues and inquiries on a daily basis.
 
 
 The ideal candidate should have excellent English and communication skills, communicate professionally and multitask effectively. They should be discrete while handling sensitive and be passionate about providing world-class customer support.
 
 
 
 Disclaimer:
 
 This is not a sales-based job.
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 The role is a full-time, on-site in one of ibex. office&rsquo;s in Karachi 5 working days, from Monday to Friday, with weekends off
 </li>
 <li>
 Willingness to support schedule changes during Ramadan or regional holidays as operational needs require (with fair scheduling practices)
 </li>
 <li>
 Perks &amp; Benefits: 24/7 transport system, medical and health insurance, bonuses, incentives, etc
 
 
 </li>
 </ul>
 
 Perks Of Being An Ibexian
 
 
 
 <ul>
 <li>
 Medical Insurance &amp; OPD
 </li>
 <li>
 Provident Fund with investment options
 </li>
 <li>
 Leave Encashment
 </li>
 <li>
 Annual leaves
 </li>
 <li>
 On job training
 </li>
 <li>
 Two days off in a week
 </li>
 <li>
 Ergonomic furniture and infrastructure
 </li>
 <li>
 Referral Rewards
 </li>
 <li>
 Annual Increment
 </li>
 <li>
 Conveyance facility
 </li>
 <li>
 Loan facility
 </li>
 <li>
 Employee Appreciation programs
 
 
 </li>
 </ul>
 The monthly salary for this position will be up to PKR 115,000. It's worth noting, we pay very well for this role, and in general. We hire great people that do great work and are deserving of appreciation and rewards. But, this has nothing to do with your past experience and credentials. The only thing that matters to us is the work you'll do with us, and the value you'll add to our team.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Professionally manage a high volume of incoming calls or chats from US-based customers and cater to their complaints, requests, order status, follow-ups, and general inquiries promptly
 </li>
 <li>
 Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures
 </li>
 <li>
 Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with ibex. Pakistan&rsquo;s policies and procedures
 </li>
 <li>
 Deliver exceptional customer service to every customer with empathy, patience and in a composed manner
 </li>
 <li>
 Provide a positive customer experience by demonstrating cultural awareness, courteous language, and appropriate communication etiquette across the USA region
 </li>
 <li>
 Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)), while actively listening and speaking with the customer simultaneously on call
 </li>
 <li>
 Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT)
 </li>
 <li>
 Collect customer feedback and share insights with supervisors to improve service quality and solve any recurring issues
 </li>
 <li>
 Proven experience in any customer service, administrative support, call centers, retail or e-commerce support, or a similar customer-facing role is required
 </li>
 <li>
 Excellent written and verbal communication skills in English is also a must
 </li>
 <li>
 Candidates must possess a clear American accent to easily explain and help the customer base in US
 </li>
 <li>
 Candidate should be minimum Matric or O Levels pass. Bachelor&rsquo;s degree or diploma would be a plus
 </li>
 <li>
 Candidate should be 18 years or older (You will be required to show your CNIC during the interview)
 </li>
 <li>
 Basic knowledge of common office tools like Microsoft Office/Google Workspace, Excel and document formatting
 </li>
 <li>
 Experience using CRM systems is a bonus
 </li>
 <li>
 Fresh graduates looking for fresh jobs in Karachi are encouraged to apply
 </li>
 </ul>
</div>

<div>Cairo, Egypt 
 
Job Family Group:
Commercial and Retail 
 
Worker Type:
Regular 
 
Posting Start Date:
April 16, 2026 
 
Business Unit:
Downstream and Renewables 
 
Experience Level:
Experienced Professionals 
 
Job Description:
<ul><li><div>Customer Success Specialist
</div></li><li><div>Job Description
</div><div><div><div><div><div><div><div><div><div>Job Purpose:
This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle. The CSS pricing and the contract set up, amendment and management process.
Principal Accountabilities:
This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.
Order Management:
<ul><li>Place, amend and orders, liaising with other service partners in LSC, OTD &amp; Credit as required.
</li><li>Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
</li><li>Manage Delivery Status &ndash; take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
</li><li>Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
</li><li>Schedule standard and non-standard orders (packed product).
</li><li>Process Returned Product.
</li></ul>Credit Management:
<ul><li>Debt Collection &amp; Cash Allocation &ndash; Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
</li><li>Block Order Management &ndash; Monitor open orders, review order status and action blocked orders.
</li><li>Handle basic Customer credit enquiries.
</li></ul>Dispute Management:
<ul><li>Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
</li></ul>Feedback and Issues:
Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
Lubricant Service Administration:
Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
Contract Management:
<ul><li>Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Offer Book.
</li><li>Execute contract legal and fiscal requirements, working with local legal focals.
</li><li>Follow-up directly with customers on missing contract documentation.
</li><li>Ensure contracts are signed and stored in line with local country requirements.
</li><li>Review contract performance as part of SCM process.
</li><li>Own contract documentation archiving and termination of customer contracts.
</li><li>Support preparing for tender bids.
</li><li>Securing 100% Compliance.
</li></ul>Pricing:
Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
Trouble Shooting:
Provide &ldquo;One Team&rdquo; support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes
Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
Master Data Set Up &amp; Amend:
<ul><li>Maintain Sales Hierarchy, contract registers and banding adherence
</li><li>Set up and amend Customer master data
</li><li>Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable)
</li><li>Process manual vouchers received from Retailers during offline card transactions
</li><li>Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
</li></ul>Manage elements of the DFOA process:
Manage and monitor Customer &amp; Distributor complaints mailbox through to resolution.
Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
Touchless Support and Setup:
<ul><li>Support and proactively encourage touchless uptake and utilization
</li><li>Act as first level support for system interface errors
</li><li>Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
</li></ul>General Inquiries:
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
Education Requirement/Field of Study: Engineering Bachelor&rsquo;s Degree
Requirements:
Skills &amp; Experience:
<ul><li>Bachelor degree preferred (Engineering) or equivalent experience.
</li><li>Previous experience in Customer service or operations - 2 to 3 years
</li><li>English Language Proficiency.
</li><li>Experience in Microsoft Office; GSAP
</li><li>Data Analytics &amp; Insights
</li><li>Possess a strong Customer service ethic and ability to understand, meet and champion the Customer&rsquo;s needs, while staying within the policies and procedures of Shell.
</li><li>Able to demonstrate a continuous improvement mind-set.
</li><li>Demonstrated communication and relationship building skills.
</li><li>Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
</li><li>Value Chain Understanding.
</li><li>Commercial &amp; Economic Acumen.
</li><li>Contract Management.
</li></ul></div></div></div></div></div></div></div></div></div></li></ul><ul><li>- 
</li></ul> 
DISCLAIMER:
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.</div>

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