Customer Excellence Agent (English Speaking)

at  Shell Recharge Solutions

YOUR CORE ACCOUNTABILITIES ARE TO…

• Provide an exceptional customer experience to all of our UK customers over the phone;
• Proactively ensure that the customer is responded to, quickly, that their experience is as seamless as possible, and that our approach is personalised and relevant to each individual;
• Offer professional advice and guidance on other ways to improve our customers experience with us.SUCCESS WILL BE WHEN YOU…
• Are able to service our customers within our agreed service timescales;
• Are the first point of contact for our customers on the phone and by e-mail; providing professional support to move their query forward;
• Take ownership over handling incoming requests and questions relating to our products and services;
• Proactively analyse problems / issues and offer the right solution;
• Work closely with our technical support colleagues so that you understand more technical issues, are able to provide first-line support, and have a network to call on if you need more help;
• Identify recurring issues and take responsibility for suggesting solutions to constantly improve our service;
• Be a friendly voice; you’re our business card to the outside world!THE PERSON WE’RE LOOKING FOR WILL…HAVE EXPERIENCE OF…
• Operating in a customer-care environment, so that you know what types of queries you might be required to deal with, and are comfortable with taking initiative to find solutions to problems;
• Working in a small to medium sized business, which will allow you to understand how to support other colleagues across our teams;
• Providing practical support and advice to customers over the phone, diffusing difficult situations and leaving customers with a positive feeling about the company;
• Working in a technically-led industry.BE SKILLED AT …
• Speaking and writing fluently in English
• Identifying root-cause issues, and providing proactive solutions to them;
• Working at pace, under pressure;
• Working in an evolving team and environment - and managing ambiguity;
• Using attention to detail to make sure that your activities are ‘right first time’;
• Creating structure to increase efficiency (for yourself and others) - including prioritising effectively;
• Delivering results individually, and as part of a team, making sure you keep sight of the bigger picture.BE…
• Customer focussed: empathetic and genuinely interested in how to make things better for our customers;
• Enthusiastic, proactive and cheerful;
• Interested in contributing to the success of the organisation by making sure our customers are protected and supported;
• Interested in progressing in the area of Customer Care.

Please refer the Job description for details