Where you fit in
We’re looking for Customer Agents to provide our customers with a first class, friendly and professional service. In this role you will be coordinating resolution of all exception types that can occur throughout the customer journey, ensuring these are resolved in a timely manner with a right first-time approach. This is a role within a new corporate start-up that will launch a consumer energy business in The Netherlands. The role will be part of the Customer Support Team.

What’s the role
At Shell Energy you will be part of a dynamic, fast-paced organisation. We’ll expect you to be pro-active and hands-on and in return will support and empower you to be successful. Your key accountabilities will include:
• Customer Support: As Customer Agent you will be responsible for the daily administration and resolution of all customer queries that come in through various channels. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible.
• Issues Resolution: Take ownership of individual cases from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs.
• Customer communication: You communicate with the customer via telephone and e-mail while having a customer centric approach. Where cases take time to resolve, taking ownership of the issue and keep the customer informed of the progress and continuously check whether the offered solution is satisfying for the customer.
• Internal communication: With the help of colleagues, you ensure a quick and complete solution of all cases.
What we are looking for?
As our face to the customer, we seek someone with excellent Dutch communication skills – both verbal and written – enabling you to build a strong rapport with our customers. You are self-motivated, results driven and able to work independently. Furthermore, you will have/ are:
• Customer Service experience: 0-3 years of customer support experience. Ability to understand customer question and handle this in a careful and efficient way.
• Solid communication skills: Strong phone contact handling skills and active listening. Customer orientation and ability to adapt/respond to different types of characters.
• Knowledge of CRM systems: Familiarity with CRM systems. Be a fast learner of new IT system and different operational processes.
• Problem solver: Able to interpret data, identify different courses of actions to consider, and implement appropriate action. You are an accurate worker, who can demonstrate resilience and tenacity to resolve issues.
• A Bachelors degree or similar level through experience. A good understanding of the Dutch energy industry is advantageous. In addition, good knowledge of the English language is an advantage. Finally, you should be available for a minimum of 40 hours a week to work in our Rotterdam office.