# Customer Operations Specialist – Loyalty **Company**: Shell **Location**: Dela Rosa - Street office **Category**: Customer Service **Industry**: Energy **Apply**: https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Dela-Rosa---Street-office/Customer-Success-Specialist_R206639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_d5dab5ea-f47 ## Description This role is a key part of the Order-to-Delivery journey, delivering high-quality, customer-facing support as part of the Retail End-to-End Integrated Team. The Customer Operations Specialist – Loyalty is responsible for representing the company professionally by delivering an exceptional customer experience across multiple channels, including phone, email, ticketing systems, live chat, and social media. **Responsibilities** - Manage a wide range of frontline customer enquiries in accordance with established processes, service standards, and ways of working. - Take ownership of customer complaints, feedback, and compliments related to Integrated Retail B2C services, coordinating with internal teams and service partners to ensure timely resolution. - Respond to customer enquiries regarding promotions, third-party offers, gift deliveries, balance enquiries, and premium membership programs. - Resolve logistics-related enquiries within agreed service levels, escalating issues when necessary and collaborating with relevant service providers to achieve positive customer outcomes. - Deliver exceptional customer service through professional, accurate, and timely communication across all customer touchpoints. **Loyalty Management** - Manage and enhance the Retail Loyalty customer experience across all interactions. - Handle transaction-related enquiries, self-service support requests, and general loyalty program questions. - Process loyalty program registrations and maintain customer profiles, including personal data updates and communication preference changes. - Conduct compliance reviews, fraud checks, and manual data quality verification to ensure program integrity. - Support customers with loyalty point redemption and transfer requests. - Administer processes related to lost, stolen, or forgotten loyalty cards. - Investigate and resolve customer loyalty complaints efficiently and professionally. **Process & Administrative Support** - Develop and maintain a comprehensive understanding of internal systems, their functions, and interdependencies. - Support Data Integrity Management by ensuring accurate, complete, and timely customer data entry, promoting a "right-first time" approach. - Collaborate effectively with third-party logistics providers and external partners. - Liaise with internal stakeholders and cross-functional teams in line with established processes and operational requirements. - Contribute to continuous improvement initiatives aimed at enhancing operational efficiency and customer experience. **Digital & Self-Service Support** - Support customers across digital channels while proactively promoting self-service solutions and increasing awareness of available tools on Shell's website and mobile application. - Manage customer enquiries received through social media platforms, ensuring responses are professional, engaging, and aligned with brand guidelines. - Provide support through digital live chat channels for customer enquiries originating from both the website and mobile application. - Leverage business and process expertise to support user acceptance testing (UAT), system upgrades, and projects requiring operational input and customer service insights. - Champion digital adoption and touchless customer solutions to improve customer convenience and operational effectiveness. **Requirements** - Bachelor’s degree in business, Communications, Marketing, or a related field, or equivalent professional experience. - Previous experience in customer service, customer operations, contact centers, or related operational roles. - Proficient in Microsoft Office applications and familiar with social media platforms such as Facebook, X (Twitter), and other digital engagement channels. - Strong customer-centric mindset with the ability to understand, anticipate, and meet customer needs while adhering to company policies and procedures. - Ability to represent Shell professionally as a Brand Ambassador, effectively serving as the "Voice of Shell" across live chat, social media, and other digital channels. - Demonstrates a willingness to learn, accept coaching, and embrace feedback to continuously improve performance. - Resilient, patient, and composed when handling complex situations or challenging customer interactions. - Excellent communication skills, with the ability to engage professionally, accurately, and effectively through written correspondence, telephone conversations, live chat, and social media platforms. - Strong attention to detail with the ability to manage multiple tasks while maintaining high standards of quality and accuracy. - Demonstrates a continuous improvement mindset and actively contributes to process enhancements and customer experience initiatives. **Benefits** - Progress as a person as we work on the energy transition together. - Continuously grow the transferable skills you need to get ahead. - Work at the forefront of technology, trends, and practices. - Collaborate with experienced colleagues with unique expertise. - Achieve your balance in a value-led culture that encourages you to be the best version of yourself. - Benefit from flexible working hours, and the possibility of remote/mobile working. - Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world. - Take advantage of paid parental leave, including for non-birthing parents. - Join an organization to become one of the most diverse and inclusive in the world. ## Skills ### Required - Microsoft Office - social media platforms - customer service - communication skills - problem-solving skills --- Source: [Apply at shell.wd3.myworkdayjobs.com](https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Dela-Rosa---Street-office/Customer-Success-Specialist_R206639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)