Customer Success Specialist – OTC | Shell Careers Chennai, India

Job Description

Summary

Kickstart your career with Shell India as a Customer Success Specialist – OTC and play a key role in enhancing customer experience across Downstream and Renewables operations. In this early-career role, you will manage the Order to Cash (OTC) process, including order placement, delivery, invoicing, and cash collection. By ensuring seamless customer interactions and supporting key accounts, you will help Shell deliver best-in-class customer service, strengthen client relationships, and drive operational efficiency. Ideal for graduates passionate about customer operations, service excellence, and process improvement.

Job Details at a Glance

Key Responsibilities

• Manage end-to-end OTC processes, including order placement, amendments, delivery tracking, invoicing, and cash collection.
• Handle customer inquiries and complaints across email, chat, and phone channels for Global Commercial, Fleet, and Retail customers.
• Monitor and resolve blocked orders, returned products, and disputes with timely follow-ups.
• Support credit management activities, including cash allocation, refunds, write-offs, and security handling.
• Ensure smooth online services adoption and act as first-level support for system interface errors.
• Liaise with supply chain, finance, and IT teams to resolve operational issues efficiently.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Build strong relationships with key stakeholders to deliver accurate end-to-end process analysis and recommendations.

Skills & Competencies

• Passion for customer service and operational excellence.
• Strong communication skills in English and Hindi.
• Ability to prioritize tasks and manage multiple queries effectively.
• Quick learner with a problem-solving mindset.
• Comfortable working with digital tools, CRM, and OTC systems.
• Team player with collaboration and interpersonal skills.

Qualifications & Experience

• Bachelor’s degree in any discipline or equivalent.
• Fresh graduates or professionals with less than 2 years of experience.
• Immediate joiners preferred.
• Familiarity with customer-facing operations or finance processes is a plus.

Why Work at Shell

• Be part of Shell’s energy transition journey and gain exposure to diverse business operations.
• Collaborate with global teams and access training and development programs.
• Grow in a diverse, inclusive, and values-led workplace.
• Contribute to Shell’s mission of delivering cleaner energy and excellent customer experiences.
• Opportunity to develop transferable skills in customer operations, finance, and process management.

Apply Now

Start your career with Shell and make an impact on customer experience. Apply online today:
Apply for Customer Success Specialist – OTC