Customer Ops Coach in Beijing, Beijing, China

Company description:

Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. All of Shells core businesses are now represented in China. We need world-class candidates to continue our drive to innovate and answer the worlds energy needs in socially and environmentally responsible ways.

Job Description:

What's the role?

Drive best in class customer experience and sustainable development of CSO staff throughout maintaining and improving skills and knowledge of CSPs in the changing business environment, while collaborating closely with operational teams and wider OtC functions. Day to day tasks involve a mixture of  in the moment and demand driven coaching, as well as ongoing delivery of training and project activities derived from the global  OtC priorities and local operational needs.
  • Provide 'on the job' - live coaching on the floor to CSPs whilst dealing with customer interactions in order to drive live resolution and best-in-cass customer experience
  • Organize 'off the floor' coaching sessions and workshops focused on addressing agreed improvement areas.
  • Responsible for customer interactions quarterly assessment cycle, identifying trends in CSPs performance and gaps in skills&knowledge needed to be addressed.
  • Deliver training  derived from Global (OtC priorities),  and local- operational needs.
  • Liase and feedback  TLs with regards to CSPs skills and knowledge level in order to support solid performance assessment,  contribute to development and allow delivery of world class customer experience.
  • Maintaining records of the coaching outcomes, trends and actions taken during live coaching as well as during the quarterly back-to-back assessment. Report back to operations on regular basis.
  • Maintain and update local training materials, work instructions, standard operating procedures.
  • Act as custodian of the Excellence in Customer Service program, being responsible for training delivery and embedding the EiCS principles in the CSPs coaching cycle.
  • Facilitate onboarding and functional training of new CSP staff in close collaboration with operational and CSE teams. 
  • Provide input and learnings to Operational Excellence, CI, CSE and OtC Performance teams in order to drive improvement initiatives focused on customer experience, operational performance and internal process efficiency.
  • Drive best practice sharing accross CSC teams. 
  • Attend operations Daily huddles, VM Daily Performance Updates.
  • Where relevant, maintain regular contact with business partners: improvement forums, performance reviews, other

Job Requirements:

What we need from you
  • Ability to Influence
  • In-depth knowledge of processes, customers, business specifics of particular LoB
  • In-depth understanding and knowledge of customer requirements and challenges
  • Training facilitation skills
  • Strong interpersonal skills: communicative, open for receiving and providing feedback, outgoing, willing to work with people.
  • Highly collaborative
  • Practical skill in coaching, motivating and persuading techniques
  • Personal leadership skills in promoting customer focus and teamwork spirit while collaborating with operations and other CSO, OtC teams
  • Stakeholder engagement skills
  • High capacity for diverse and variable tasks - ability to work independently, prioritize task in the changing buisness needs environment
  • Customer 1st and CI mindset
  • Commercial mindset
  • Customer Language Proficiency (at least 1 if multiple language business) - min. C1
  • English Listening & Speaking - B1/B2
  • English Reading - B1/B2
  • English Writing - B1/B2

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 Royal Dutch/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.

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