Shell Jobs in South Africa - Customer Service Professional at Shell in Cape Town

  Job Title: Customer Service Professional


Job ID: F30549
Location: Foreshore,Cape Town, Western Cape , South Africa


Shell Global Customer Services Centre CA, provide consistently high quality Customer Service delivery within service standards set i.e. service levels and performance matrix. Meet the customer expectation and consistently deliver on customer promise. Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service.
Responsibilities:

1. Be the first point of contact for customers, attend to customer contact and resolve customer requests received via all mediums
according to agreed service levels and service standards, including requests for information and feedback and issues from existing
customers and the general public.
2. Provide a courteous, polite and helpful information service to our Customers, engendering a ‘smile’ over the phone
3. Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer
for resolution and ensure that DTC is met.
4. Pro-actively keep the customer informed throughout the contact management process.
5. Pro-actively participate in CSO campaigns related to CSO services as assigned (i.e. not sales & marketing campaigns)
6. Provide assistance to customers in self-serve mediums i.e. IVR, EDI and Web, resolve problem and assist customer to complete transactions.
7. Record and follow up all customer contacts in customer facing systems for the service accredited.
8. Commit to meet individual KPI's, Team KPI's, and CSO KPI's.
9. Work within the agreed policies and procedures.
10. Adhere to Customer Complaint Policy. Take ownership for the resolution of customer complaints and enquiries, issues
regarding Quality problem and/or from Customer Survey. Effective resolution of problems related to customers' requests.
Escalate immediately any operational and/or emergency issue (regarding services and processes) that cannot be resolved,
or could potentially cause issues for a large number of customers, to the Team Lead
11. Raise any issue regarding system problems to the Team Lead, Operations Analyst or IT Support


Requirements:

Candidate must possess at least a Schooling (16-18): High/Pre-U/A-Level in any field.
Required skill(s): Customer Service/Call Centre experience.
Required language(s): English.
At least 2 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Foreshore,Cape Town.
Applicants should have work authorization(s) for South Africa
Preferably specializing in Commercial & Retail - Business to Business or equivalent.
1 Full-Time position available.
Applicants must be prepared to work shifts, between 14:00pm and 02:00am



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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.

To Apply:

http://www.shell.com/home/content/careers/professionals/job_search/app_xp_find_a_job.html


Deadline; 27th June 2012