Customer Success Specialist

, Türkiye Job Family Group: Customer Operations Worker Type: Regular Posting Start Date: August 25, 2026 Business Unit: Downstream and Renewables Experience Level: Experienced Professionals Job Description: Job Description The CSS delivers high-quality frontline customer service aligned with Shell standards, ensuring smooth end-to-end support across Order to Delivery (OTD) and Order to Cash (OTC) processes. Maintain a professional, customer-centric approach that consistently meets Shell’s service levels, compliance rules and HSSE expectations. Principal Accountabilities • Handle frontline customer enquiries in line with Shell processes and SLAs. Outbound call to solve Level2 case issues. • Manage CO Turkey all business enquiries, promotions, third‑party offers and premium membership queries. • Take ownership of complaints, feedback and compliments, ensuring end‑to‑end resolution. • Organize trainings for 3rd party and customers for Shell digital tools. • Drive live resolution and schedule Date & Time Commitments (DTC) when needed. • Maintain accurate records in customer-facing systems (Salesforce, GSAP, Evias, Markethub, Zendesk, CUIC, LCMS etc.). • Support data integrity and ensure right‑first‑time accuracy in customer information. • Collaborate with business, internal teams, 3rd party teams and act as the operational bridge. • Contribute and develop operational local and global projects. • Support all local & global projects, testing and validation for system upgrades requiring frontline expertise. • Maintain and update business and operation SOPs • Work closely with internal interfaces to ensure smooth processes and optimized routing. • Perform reporting and analysis using related systems. • Handle customer disputes related to pricing, tax, master data, quantity and invoicing. • Work as super-user to solve all issues. Digital & Touchless Support • Promote digital self-service channels and guide customers in using Shell digital tools. • Support digital transformation initiatives improving customer experience. • Meet individual performance targets, team KPIs and CO KPIs. • Support all CO operations and focus process improvement • Maintain service continuity during BCP mode and system outages. Skills & Experience • Bachelor’s degree preferred or equivalent experience. • Strong customer service mindset with ability to champion customer needs. • Experience with Microsoft Office and digital communication platforms. • Ability to act as Shell Brand Ambassador across channels including live chat and social media. • Strong problem‑solving skills and ability to handle uncommon queries. • Demonstrated resilience, patience and professional communication skills. • Ability to build internal networks for resolving complex issues. • Continuous improvement mindset and openness to coaching. • Turkish – Native • Language: English (Advanced) - DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer. Register here and Set up your job alerts AI is an integral part of today’s recruitment landscape. It can assist in refining ideas, improving clarity, and supporting interview preparation—provided your application remains authentic and reflects your true experience. AI must not be used to fabricate, falsify, or misrepresent any information. Review our full guidelines. You can be a part of the future of energy. Together at Shell, we are transitioning to become a net-zero emissions business while providing the energy that people around the world need today. Working with experienced colleagues , you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another. At Shell, you progress as we tackle the energy challenge together. #PowerYourProgress Visit our careers site Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging. Find out more about DE&I at Shell Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. They collectively determine ou