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Customer Success Specialist Dutch Speaker


Customer Operations is part of Downstream Global Commercial and its core purpose is to deliver a “Best-In-Market Customer Experience and business value, at an affordable cost”.  Customer Operations supports all Downstream marketing businesses across a range of Customer Fulfillment activities.



  • Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, liaising with other service partners as required.
  • Offers and Promotions: Dear with reports regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership.
  • Loyalty Management: Manage the Retail Loyalty Customer Experience; handle transaction queries, self-serve queries and general loyalty related enquiries and support Perform compliance checks on manual data quality control. 
  • Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.
  • Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system.
  • Liaise with internal interfaces within the agreed processes and ways of working.
  • Support Shell’s Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application.
  • Support social media platforms by technical assistance.
  • Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.
  • English Language Proficiency – B2
  • Dutch Language Proficiency – C1
  • Bachelor’s degree preferred (Business related major) or equivalent experience.
  • Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook.
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
  • Ability to problem-solve independently, dealing with a range of uncommon queries.
  • Ability to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems.
  • Ability to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.

Customer Success Specialist Dutch Speaker