Customer Success Specialist-2
3 weeks ago
**Job Purpose**:
This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle. The CSS pricing and the contract set up, amendment and management process.
Follows and adjusts procedures, guidelines, and work instructions. Discusses these changes with other departments and ensures quality and efficiency improvement of work activities.
- Advises internal stakeholders on topics related to own area of expertise. Interaction with others demands influencing and persuasion in a tactful manner to explain and advise on performed analyses of information.
- Identifies shortcomings in current processes, systems and procedures within the assigned unit and suggests improvements.
**Principal Accountabilities**:
This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.
**Order Management**:
- Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required.
- Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
- Manage Delivery Status - take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
- Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
- Schedule standard and non-standard orders (packed product).
- Process Returned Product.
**Credit Management**:
- Debt Collection & Cash Allocation - Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
- Block Order Management - Monitor open orders, review order status and action blocked orders.
- Handle basic Customer credit enquiries.
**Dispute Management**:
- Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This 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.
**Feedback and Issues**:
Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
**Lubricant Service Administration**:
Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
**Contract Management**:
- Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Offer Book.
- Execute contract legal and fiscal requirements, working with local legal focal.
- Follow-up directly with customers on missing contract documentation.
- Ensure contracts are signed and stored in line with local country requirements.
- Review contract performance as part of SCM process.
- Own contract documentation archiving and termination of customer contracts.
- Support preparing for tender bids.
- Securing 100% Compliance.
**Pricing**:
Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
**Trouble Shooting**:
Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes
Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
**Master Data Set Up & Amend**:
- Maintain Sales Hierarchy, contract registers and banding adherence
- Set up and amend Customer master data
- Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable)
- Process manual vouchers received from Retailers during offline card transac
-
Customer Success Specialist
1 month ago
القاهرة, Egypt IdealRatings Full time**Company Overview**: IdealRatings Inc is a leading provider of financial, Islamic and ESG (Environmental, Social, and Governance) data solutions, empowering clients with critical insights that drive responsible investment decisions. With a commitment to innovation and excellence, we serve a global clientele, ensuring top-tier service and comprehensive data...
-
Customer Success Specialist
4 months ago
القاهرة, Egypt Vultara Inc. Full timeAs a Customer Success Specialist, you will play a crucial role in ensuring customer satisfaction, addressing post-purchase issues or concerns, and encouraging continued use, upsells, and referrals. You will work closely with customers to understand their needs, assist with deployment, provide training, handle support tickets, and maintain comprehensive...
-
Sr. Customer Success
1 month ago
القاهرة, Egypt Benefits Hero Full timeSr. Customer Success responsibilities include supporting customers as they transition from sales prospects, building close relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates. 1. Establish clear client retention goals 2. Promote the value of the product through customer experience 3. Build...
-
Customer Success Specialist
4 months ago
القاهرة, Egypt Foodics Full time**Who Are We❓**: - We Are Foodics!_ a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully...
-
Customer Success Manager
6 days ago
القاهرة, Egypt UNLOCK Full time**UNLOCK** is hiring now for a "**Customer Success Manager**"! **UNLOCK** is an exciting AI Tech startup that is revolutionising the way companies find & work with services agencies. **Responsibilities**: - You will be responsible for enhancing the entire client journey with UNLOCK. - Create all the needed reports capturing client matches & clients...
-
Customer Success Agent
3 weeks ago
القاهرة, Egypt Digitling LTD Full timeCustomer Success Hiring: Alkuttab.io is a platform specifically for Qur'an, Arabic, and Tajweed learning. Our platform connects parents and students with private tutors online, providing an outstanding learning experience. It has never been easier to find a certified tutor. Role Description This is a full-time hybrid role for a Customer Service...
-
Customer Success Agent
1 month ago
القاهرة, Egypt Digitling LTD Full timeCustomer Success Hiring: Alkuttab.io is a platform specifically for Qur'an, Arabic, and Tajweed learning. Our platform connects parents and students with private tutors online, providing an outstanding learning experience. It has never been easier to find a certified tutor. Role Description This is a full-time hybrid role for a Customer Service...
-
Customer Success Manager
1 month ago
القاهرة, Egypt Wego Full time**Customer Success Manager** We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travelers all around the world. Today, Wego is used by...
-
Customer Success Manager, Egypt
2 months ago
القاهرة, Egypt Cisco Systems Full time**What You'll Do** As a Customer Success Manager, you play a crucial role in helping our customers adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities...
-
Customer Success Manager
3 months ago
القاهرة, Egypt Commvault Full time**About Commvault** Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks - keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data...
-
Customer Success Manager
2 weeks ago
القاهرة الجديدة, Egypt Zeal Full time**About Zeal**: Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a payment card machine, physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that...
-
Customer Success Manager
2 months ago
القاهرة, Egypt FlairsTech Full timeCairo - 1-3 years Experience - Business Operations & Support Services Department **About the job**: **Requirements and responsibilities** **Job Description**: - Develops Healthy Customer Relationship. - Acts as a Customer Advocate and point of contact. - Upsell services and products with the brand image and achieves expansion targets. - Review customer...
-
Reservoir Engineer
1 week ago
القاهرة, Egypt Tachyus Full timeWe are looking for a Petroleum Engineer to work in our Customer Success team, to ensure that our Middle East customers are delighted working with Tachyus. The right hire will present crucial petrotechnical information, train customer petroleum engineers how to use Tachyus software, and onboard new projects for clients. This role may involve occasional...
-
Customer Success Manager
2 months ago
القاهرة, Egypt Nexthink Full time**Company Description** LI-remote This role is to support growth and customer retention in the Middle East and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX maturity journey of people, process, and technology by driving the adoption throughout the entire customer...
-
Associate Customer Success Manager
3 months ago
القاهرة, Egypt LSEG (London Stock Exchange Group) Full timeWE ARE LOOKING FOR A NEW TEAM MEMBER IN CAIRO! JOIN US! An Associate Customer Success Manager (ACSM) plays a vital role in ensuring that our customers fully leverage the value of LSEG by discovering and implementing workflow solutions while continuously providing mentorship throughout the customer journey. Equal parts trusted advisor and product guide, the...
-
Technical Customer Support Specialist
4 months ago
القاهرة, Egypt Parent ApS Full time(Remote Work) We are looking for a dedicated, resourceful, and friendly Technical Customer Support Specialist to join our team. We are a small team and need a self-starter, and highly motivated person to learn all the ins and outs of Parent. What we need you to come with is a positive attitude, a love for customers, and a willingness to learn. If this...
-
Director Customer Success Operations Mea
2 months ago
القاهرة, Egypt SITA Switzerland Sarl Full timeOverview: **WELCOME TO SITA**: We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with...
-
Retailer Customer Success Executive
3 months ago
القاهرة, Egypt NielsenIQ Full timeJoin GfK and help us shape tomorrow. As an NIQ company, we are the world's leading consumer intelligence firm, delivering the Full View on consumer behavior. We work to enable manufacturers and retailers to better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to...
-
Customer Success Manager
1 month ago
القاهرة, Egypt Dopay Full time**About dopay** dopay is transforming payroll and financial inclusion in emerging markets, with Egypt as our first market. We provide digital payroll solutions that empower cash-based employees with secure and accessible financial services. Join our dynamic team dedicated to creating positive impact and financial inclusion for SMEs and their...
-
Customer Success Manager
2 months ago
القاهرة, Egypt ASWAT Full timeWe are looking for a** Customer Success Manager** to join our start-up. **About ZIWO** ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) that provides a straightforward solution for companies to talk to their clients over the Phone, WhatsApp, SMS... ZIWO has readymade plugins with most CRM and is integrable with any app, thanks to an open API...