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Job Description:
About the role
Temporary position till end of September 2026
The annual base salary range for this position:
zł80,400.00 - zł121,200.00
Individual pay will be based on various factors such as relevant work experience, education, certifications, skill level, seniority, and internal equity.
Are you ready to be part of one of the world’s most exciting companies and support the future of energy? Shell is launching a new Customer Operations team focused on EV drivers — and we’re looking for passionate individuals to join us! No customer service experience? No problem! We’ll train you. Just bring your language skills, enthusiasm and willingness to learn
Principle Accountabilities:
Customer Enquiries:
- Handle customer complaints, feedback, and compliments.
- Assist with promotions, offers, gift delivery, and membership queries.
- Manage logistics inquiries and collaborate with service providers to ensure customer satisfaction.
Loyalty Management:
- Oversee the customer loyalty experience.
- Handle transaction and loyalty-related questions.
- Manage loyalty registration, data, and card issues.
- Perform fraud checks and support point redemption and transfers.
- Resolve loyalty complaints.
Process and Administrative Work:
- Use internal systems effectively and understand how they interconnect.
- Ensure accurate customer data by supporting data integrity.
- Collaborate with logistics companies and internal teams.
Digital and Touchless Support:
- Help customers on digital channels and encourage self-service.
- Respond to social media queries appropriately.
- Manage live chat inquiries on the website and mobile app.
- Support IT upgrades and projects with operational input.
Customer Operations:
This supports various customer fulfillment activities within Downstream Global Commercial, aiming to provide the best customer experience and business value at an affordable cost.
Digital and Touchless Support
Provides customer support for loyalty programs, handles transaction and data queries, manages digital channels, and supports social media with technical assistance. Supports compliance checks and data integrity, and assists with IT upgrades.
Requirements:
Languages:
English Language Proficiency – B2
Dutch Language Proficiency – C1
Other Skills & Experience:
Bachelor’s degree preferred (Business related major) or equivalent experience
Previous experience in Customer service
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
Able to demonstrate a continuous improvement mind-set
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Able to problem-solve independently, dealing with a range of uncommon queries
Able to demonstrate resilience and patience, especially when interacting with challenging Customers
Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
What we offer
Hybrid working model (min 2 days in the office +3)
A vibrant and collaborative workplace culture
Opportunities for learning, development, and career growth
Fixed term contract till end of September 2026
Benefits Overview
We offer an annual performance bonus paid in February, along with a comprehensive benefits package. This includes Shell-sponsored medical and life insurance, with options to extend coverage at competitive rates. Our employees benefit from a diverse and inclusive culture where care and wellbeing are a priority. Our employees enjoy vacation benefit, three additional Personal Leave Days, dedicated wellbeing spaces, subsidized canteen, 24/7 access to psychologist, a Cafeteria program and sports cards. We foster integration through team activities, employee clubs, and networks. Our hybrid work model is supported by a Workplace Accessibility program, and we offer access to online learning platforms and a broad range of development resources. Additional benefits include participation in a voluntary long-term savings plan (PPK), discounts on pension products [IKE/IKZE) and a discounted share
purchase program.
Not 100% qualified? Apply anyway.
We know that great talent comes in many forms. If you meet most of the criteria and are excited about the role, we’d love to hear from you.
If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
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