Customer Success Specialist - OTC

Job description

, IndiaJob Family Group: Commercial and RetailWorker Type: RegularPosting Start Date: July 3, 2026Business Unit: Downstream and RenewablesExperience Level: Early CareersJob Description: What's the role This role may involve some or all the responsibilities listed below, depending on operational needs. The businesses supported include, but are not limited to, Global Commercial, Commercial Fleet, and Retail sectors. The role encompasses servicing all customer tiers, including Key Accounts and Platinum Customers, with a primary focus on managing inbound calls, emails, and chat. What you will be doing Order Management: • Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required. • Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required • Handle and resolve all queries from Customers. • Schedule standard and non-standard orders • Process Returned Product Credit Management: • Block Order Management – Monitor open orders, review order status and action blocked orders. • 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. Dispute Management: • 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. Feedback and Issues: • Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers. • Manage and monitor Retailer/Distributor/Reseller complaints through to resolution. • Ensure ordering issues are visible and managed in accordance to service level agreement. Online Services Support and Setup: • Support and proactively encourage uptake and utilisation of online services. • Act as first level support for system interface errors. • Assist in online services setup for system-to-system setup with existing Customers. • Work with Customer IT teams to resolve issues and manage internal processes. Others: • Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders. • Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders. What you bring • Ideal candidates are passionate about customer service or customer experience with 2 years of working experience • Any Bachelor's Degree or equivalent • Proficient in Hindi and English language is mandatory • Can join immediately - What we offer You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. • Progress as a person as we work on the energy transition together. • Continuously grow the transferable skills you need to get ahead. • Work at the forefront of technology, trends, and practices. • Collaborate with experienced colleagues with unique expertise. • Achieve your balance in a values-led culture that encourages you to be the best version of yourself. • Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. • Grow as you progress through diverse career opportunities in national and • international teams. • Gain access to a wide range of training and development programmes. An Inclusive & Progressive Place to Work  • To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential. • 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. • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology. • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity. Shell in India Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&am