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Customer Success Specialist – OTC
Shell
18d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
Chennai, Tamil Nadu, India
Hybrid
Company Size
103,000 Employees
Service Specialisms
Exploration
Production
Refining
Marketing
Trading
Chemicals
Biofuels
Lubricants
Sector Specialisms
Energy
Lubricants
Oil and Gas
Renewable Energy
Natural Gas
Liquefied Natural Gas
Gas to Liquids
Low-carbon Energy Solutions
Role
What you would be doing
online services
order management
customer support
product returns
dispute management
credit handling
- Assist in online services setup for system-to-system setup with existing Customers.
- Schedule standard and non-standard orders
- Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
- Process Returned Product
- Handle and resolve all queries from Customers.
- Ensure ordering issues are visible and managed in accordance to service level agreement.
- Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.
- Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
- Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.
- Own the end-to-end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
- Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
- Work with Customer IT teams to resolve issues and manage internal processes.
- Continuously grow the transferable skills you need to get ahead.
- Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
- Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling.
- Support and proactively encourage uptake and utilisation of online services.
- Act as first level support for system interface errors.
- Block Order Management – Monitor open orders, review order status and action blocked orders.
What you bring
bachelor's degree
hindi
english
fresh graduates
customer experience
- Any Bachelor's Degree or equivalent
- Proficient in Hindi and English language is mandatory
- Ideal candidates are fresh graduates passionate about customer service or customer experience or with less than 2 years of working experience
- We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
- Gain access to a wide range of training and development programmes.
- Grow as you progress through diverse career opportunities in national and
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
284 Billion USD
Annual Revenue (2024)
Generated through integrated operations spanning exploration to retail.
47k Stations
Mobility Retail Presence
Operates over 47,000 stations globally.
54k EV Chargers
EV Infrastructure Expansion
Provides more than 54,000 EV charging points worldwide.
- Evolved from a merger of two companies, becoming a global energy leader.
- Typically involves deep-water oil and gas projects, large-scale LNG, and EV infrastructure.
- Organized into key business units, bridging traditional and emerging energy solutions.
- Blends traditional fuels with renewable energy sources to diversify offerings.
- Strategic pivots include doubling oil and gas production while scaling back some renewables.
- Known for bold moves like sponsoring top sports teams and expanding into new markets.
- We live our core values of honesty, integrity and respect
- Core values of honesty, integrity and respect help create a diverse and inclusive culture
- Approachable leaders: an informal, flat hierarchy where doors to senior management are open
- Teamwork: achieving goals through teamwork across physical, remote and virtual teams
- On‑boarding buddy assigned to each new joiner
- Supportive network helping settle in and build friendships
- Shared purpose and passion: working alongside colleagues who share a commitment to progress
- Personal development: learner mindset, on‑the‑job learning, coaching, mentoring, formal training
- Global‑scale participation: involvement in external engagements, learning and sharing expertise
2050 Net-Zero Target
Net-Zero Emission Goal
Committed to achieving net-zero emissions by 2050.
50% Emission Reduction
Emissions Reduction Target
Aims to cut absolute emissions by 50% by 2030, measured against 2016 levels.
£19.8M Investment
Conservation Funding
Invested £19.8 million in U.S. conservation efforts between 2015 and 2017, with ongoing partnerships like NFWF.
1M tonnes/year
Plastic Waste Utilization
Aim to use 1 million tonnes of plastic waste annually in global chemical plants by 2025.
- Aim to reduce the net carbon intensity of energy products sold by 100% by 2050 (vs 2016)
- Emissions from own operations peaked in 2018; own operations represent <10% of total emissions
- By 2025, aim to use 1 million tonnes/year of plastic waste in global chemical plants
- By 2030, 30% recycled plastic in packaging; packaging to be reusable or recyclable
35% women leadership target by 2025
Gender Representation
Aiming for 35% women in senior leadership roles by 2025 and 40% by 2030.
42% Board women representation
Board Composition
42% of board members and 43% of executive committee members are women as of 2023.
100% HRC CEI score
LGBT+ Inclusion
Recognized as an 'Advocate' by Workplace Pride and achieved a 100% score in the US HRC CEI since 2016.
88% employee engagement
Engagement Rate
employee engagement survey achieved an 88% response rate in 2023, up from 87% in 2022.
- 40% of graduate hires were women in 2023; experienced hires 38% women
- Board had three ethnic-minority members (end-2023); one ethnic-minority Executive Committee member
- Target: 15% ethnic-minority representation in senior management by 2027
- Disability inclusion: aim to make service stations inclusive by 2030; support and adjustments for disabled staff
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