Customer Operations Admin
About this role
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Job Description:
Customer Operations is on its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. Our team is a great place for commercially minded individuals who enjoy working with customers and who want to grow their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible and dynamic working culture where every single one of us is contributing to our main goal; providing the best service to our customers. We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
Our Customer Operations team is covering customers in Slovenia and in the Balkan region including Greece. Our focus is on two service lines: fuel cards and Services On The Road (SOTR) for heavy duty vehicles.
Where You Fit In?
The position is in the Customer Operations department and is responsible for our direct and indirect customer portfolio covering Slovenia and the Balkan region.
What is the Role?
In this role you will be responsible to support our indirect customers with their daily needs such as questions with regards to services and handle their complaints. You will be also responsible for communicating with the customers both in writing and verbally.
This role focuses on:
- Resolving customer complaints
- Supporting customers and internal colleagues on CO related topics
- Creating reports
- Supporting customers to with their queries
- Communicating with customers both via e-mail and on the phone
What We Need from You?
- Fluency in Slovene
- Working proficiency in Serbian and Croatian
- Knowledge of English (min B2)
- Previous experience in dealing with customer interactions
- Strong Communication skills – both written and verbally
- Intermediate knowledge of usage of Microsoft 365
- Previous experience with Salesforce is an advantage
- Can-do attitude
- Attention to details
- Ability to work both in a team as well as independently
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DISCLAIMER:
Company at a glance
Jiffy Lube International recently named M.C.,LLC "Franchisee of the Year"for the organization’s leadership and dedication to the Jiffy Lube brand. The esteemed "Franchisee of the Year" award is presented annually to the franchisee who best exemplifies the values and attributes that are core to the Jiffy Lube brand, including commitment to their customers through the development and growth of their employees, appearance of both the interior and exterior of their service centers, and demonstrated operational excellence.
"M.C., LLC not only delivers an exceptional customer experience, they have also taken on leadership roles by dedicating resources toward piloting new programs, products and services on behalf of the Jiffy Lube system of more than 2,000 service centers,” said Steve Ledbetter, president of Jiffy Lube International.
M.C., LLC was instrumental in working with ride share partners to develop a program that was implemented nationwide. A Jiffy Lube franchisee for several decades, M.C., LLC owns and operates service centers in several markets including San Francisco, Boston, Providence, Portland and Los Angeles. The entity is a proven leader within the Jiffy Lube network,continuously investing in industry innovation while upholding the highest standards among its service centers across the country.
“We are proud to represent the brand and while we currently have 95 Jiffy Lube service centers, we are continuing to grow our footprint,” said Marc Fanticola, president of M.C., LLC. “The entire M.C., LLC team consistently strives to provide the best possible service to our customers every day, every visit and we look forward to continuing to serve those drivers who depend on us to keep their vehicles on the road.“
About Jiffy Lube
Jiffy Lube International, Inc. (“Jiffy Lube”),with more than 2,000 franchised service centers in North America, serves approximately 20 million customers each year. Jiffy Lube pioneered the fast oil change industry in 1979 by establishing the first drive-through service bay, providing customers with fast, professional service for their vehicles. Headquartered in Houston, Jiffy Lube is a wholly owned, indirect subsidiary of Shell Oil Company. Visit www.JiffyLube.com to learn more about Jiffy Lube and vehicle care.
About Shell Oil Company
Shell Oil Company is an affiliate of the Royal Dutch Shell plc, a global group of energy and petrochemical companies with 90,000
employees in more than 80 countries. We deliver a diverse range of energy solutions and petrochemicals to customers worldwide. These include transporting and trading oil and gas, marketing natural gas, producing and selling fuel for ships and planes, generating electricity and providing energy efficiency advice. We also produce and sell petrochemical building blocks to industrial customers globally, and we are investing in making renewable and lower-carbon energy sources competitive for large-scale use. In the U.S., we operate in 50 states and employ more than 20,000 people delivering energy in a responsible manner. For more information,visit www.shell.us. com
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