Customer Operations Specialist – Loyalty

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.