Customer Success Specialist

, Türkiye

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

August 25, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

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)

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