Shell Card Customer Service Specialist

2 weeks ago

Docklands, Australia Coles Full time

JOB DESCRIPTION

About the team

 
This is an amazing opportunity to work for Viva Energy Retail, Australia’s largest single branded mobility and convenience retail network.  It’s a really exciting time to join with Viva Energy who are growing and diversifying through the recent acquisition of Coles Express and On The Run Group. We’re all about helping people reach their destination, whether it’s filling up your car, grabbing food to go, or topping up essential groceries, we’re all about helping people reach their destination, we’re here when you need us. 
 

About the role

 The Customer Service Specialist – Shell Card provides high level support to our Shell Card customers through our phone and email channels. They will service our customers across a broad range of their needs with a particular focus on complex and high value enquiry types while driving greater adoption of our Self Service functionality.

You will love helping customers and no two days will be the same. You will work as part of high performing team delivering an amazing customer experience making the complex simple as you creatively solve problems and provide superior service. Some of the duties you will be performing will include;

•    Creating a simple and extraordinary customer experience across all interactions over multiple communication channels: voice & email
•    Demonstrating a strong sense of ownership of issues/scenarios presented day to day, managing them through to completion within designated timeframes
•    Identifying and effectively managing a customer’s issue through to an agreed resolution.
•    Collaborating with the Shellcard Team to understand how the business strategy/activity links into the focus on an extraordinary Customer Experience
•    Use your knowledge to upsell Shellcard CVP & Offers
•    You will troubleshoot and promote Customer use of self-service functionality.
•    You will develop a specialist knowledge of our Customer journeys and subject matter in order to provide a highly specialised experience.
•    Drive improved CSI and NPS to ensure customer satisfaction/experience is exceeded.
•    Provide account management for our Mass Market customer segment.
•    Deliver against agreed Key Performance indicators and targets


 
About you and your skills

•    People Management and Relationship Building skills
•    Develop and strengthen existing and new customer relationships –internal & external
•    Driving technical and operational efficiencies to improve Customer Experience and service delivery metrics
•    Identifying opportunities to meet customer needs (existing and future) through workshops, collaboration sessions and customer verbatim.

Qualifications
The successful candidate will demonstrate strength in:
•    Their ability to articulate, listen and communicate effectively.
•    Experience in identifying customer needs and provide solutions to solve their concerns.
•    Creative problem solving skills.
•    Be Customer Obsessed
•    Extremely accurate, attention to detail
•    Very good written and verbal communications
•    Excellent time-management skills
•    Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables
•    Ability to influence through others and collaborate across teams
•    Intermediate to advanced experience in managing and maintaining records in Customer Relationship Management systems.
Excellent Computer Skills
#LI-TP1

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