Customer Success Specialist - DACH

, Poland

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

February 23, 2026

Business Unit:

Experience Level:

Early Careers

Job Description:

Location: Hybrid (Kraków)

Contract: 12‑month fixed term

Are you passionate about delivering exceptional customer experience while building your expertise in a dynamic, international environment? Join our Customer Operations team and play a key role in supporting Shell’s Mobility customers across Europe.

Customer Operations is part of Downstream Global Commercial, and our mission is simple:
deliver a best‑in‑market customer experience and business value — at an affordable cost.

This role is ideal for someone who enjoys solving customer issues end‑to‑end, thrives in fast‑paced environments, and brings strong communication and problem‑solving skills.

What you’ll do

Customer Enquiries

• Handle front‑line B2C customer requests across calls, emails, and digital channels
• Take ownership of complaints, feedback, and escalations
• Support customers with promotions, loyalty offers, gift deliveries, balances, and membership questions
• Resolve logistics‑related queries in collaboration with internal partners

Loyalty Management

• Manage the end‑to‑end Loyalty Customer Experience
• Process registrations, data updates, and channel preferences
• Run fraud checks, data quality controls, and support points redemption/transfers
• Handle loyalty‑related complaints and card issues

Process & Administration

• Work with multiple internal systems and ensure high‑quality customer data
• Support cooperation with third‑party logistics providers
• Liaise with internal partners following agreed processes
• Support testing for IT changes, upgrades, and operational projects

Digital & Touchless Support

• Assist customers across digital channels and promote self‑service tools
• Respond to queries on social media platforms with professionalism and accuracy
• Help customers navigate websites, mobile apps, and digital solutions

What we’re looking for

• English proficiency (B2), German (minimum B2, C1 preferred)
• Previous experience in customer service would be an asset
• Bachelor’s degree (preferably business‑related) or equivalent experience
• Proficiency in MS Office; comfort using social media channels in a professional context
• Strong customer‑centric mindset and problem‑solving skills
• Ability to work under time pressure and handle challenging interactions with resilience
• Excellent communication skills (written, phone, chat, social media)
• Attention to detail, ownership mindset, and willingness to be coached
• Ability to collaborate widely and build relationships across teams
• Continuous improvement mindset and curiosity about how processes can work better

What we offer

• A vibrant and collaborative workplace culture 
• Opportunities for learning, development, and career growth 
• Exposure to global customer operations and transformation projects 
• Competitive salary and benefits package
• Hybrid working model (min 2 days a week from our office in Krakow )

The salary offered for this job is 69 600 – 105 600 PLN gross

Benefits Overview

We offer an annual performance bonus paid in February, along with a comprehensive benefits package. This includes Shell-sponsored medical and life insurance, with options to extend coverage at competitive rates. Our employees benefit from a diverse and inclusive culture where care and wellbeing are a priority. Our employees enjoy vacation benefit, three additional Personal Leave Days, dedicated wellbeing spaces, subsidized canteen, 24/7 access to psychologist, a Cafeteria program and sports cards.

We foster integration through team activities, employee clubs, and networks. Our hybrid work model is supported by a Workplace Accessibility program, and we offer access to online learning platforms and a broad range of development resources.

Additional benefits include participation in a voluntary long-term savings plan (PPK), discounts on pension products (IKE/IKZE) and a discounted share purchase program.

Not 100% qualified? Apply anyway!

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.

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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.