Are you an experienced Customer Excellence Agent looking for a change of scenery? Do you need regular hours that also fit around your other commitments? Or would you like to work flexible hours? Are you looking for the opportunity to be part of a team for the long-term? Interested in working in a fun, fast growing international company with big ambitions?


WE ARE SHELL RECHARGE SOLUTIONS
We're on a mission to enable cleaner transportation for everyone, driving the way towards a lower-carbon future. We do this by designing and building solutions for charging electric vehicles at home, at work, and on-the-go. With some of the most passionate and experienced minds on our side, we aim to make charging easy and accessible. Our award-winning services include charge points and a mobile app and charge card, that provide access to 600,000 charge points in over 33 countries.
WHAT YOU'LL BE IN CHARGE OF
Across Europe thousands of electric drivers are using Shell Recharge Solutions charging solutions whether that is our own charge points, our mobile apps and online platforms, or our charge cards giving them access to tens of thousands of charging stations. Our goal is to be on the other end of the line if our customers have questions. We are there for our customers to give them personal and professional advice on the products they are using.
Worried you don’t know much about electric driving? Don’t be! If you bring the customer care experience we will bring the training and support so in a short period of time you learn everything you need to know about our products and services. With a number of specific questions, you’re able to quickly discover which solution suits the customer best.
Our colleagues from Customer Excellence are true champions, they are the friendly voice for our customers every day. The team manages to fulfil all of their responsibilities with professionalism and ease, and still have a cold beer with the team on a Friday afternoon. Sounds good? Then your new team waits.
The role will be based in the Netherlands.

The Job…

Your core accountabilities are to...

• Provide an exceptional customer experience to all of our 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;

Be skilled at …

• Speaking fluent German

• 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 focused: 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.

WHAT IS IN IT FOR YOU?

Working at Shell Recharge Solutions means working in a fun, fast-growing international company with big ambitions.
By joining us, you will:

• Contribute to a more sustainable future;
• Become an expert in e-mobility;
• Work in an open and diverse culture with colleagues from all over the world;
• Receive a competitive salary that fits your experience + yearly bonus;
• Receive a work from home budget to professionally equip your home office;
• Have 28 paid days of annual leave based on a 40 hour work week;
• Be able to spend up to 5 working days a year on volunteering;
• Develop your skills and expertise through several training sessions. Besides this, you will receive a personal training budget and set your annual goals with your personal development plan;
• Enjoy our monthly fun get-togethers (drinks), our annual winter and summer outing, and lots of other events or sport teams initiated by colleagues.

Please note: 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.