If you’re looking to build a strong foundation in customer relations, process management, and business operations, the Customer Success Specialist role at Shell offers a fantastic opportunity. As part of the Downstream and Renewables business, this position focuses on enhancing the customer experience through effective order management, query resolution, and continuous improvement initiatives.
🌟 Overview of the Role
The Customer Success Specialist – OTC (Order to Cash) position is based at Shell Centre, Chennai. This role is ideal for individuals starting their careers or professionals with up to 2 years of experience in customer operations or client servicing. The position is a full-time role under Shell’s Commercial and Retail division, where you’ll directly contribute to improving customer satisfaction and operational excellence.
🧭 Key Responsibilities
As a Customer Success Specialist, you will play a vital role in ensuring Shell’s customers have a seamless experience throughout the entire order-to-cash process. You’ll manage various activities such as:
- Handling customer inquiries via phone, email, and chat
- Managing and tracking fuel and lubricant orders
- Coordinating with supply chain, credit, and finance teams
- Addressing delivery and invoicing issues proactively
- Managing credit checks, debt collections, and refunds
- Maintaining customer relationships through effective communication
- Supporting digital platforms and assisting customers in online service setup
- Handling disputes, complaints, and feedback to ensure timely resolution
- Driving continuous improvement initiatives across teams
This role demands attention to detail, effective coordination, and a customer-first mindset to help Shell maintain its high service standards.
🧩 What You Bring to the Role
To excel as a Customer Success Specialist, you should possess:
- A Bachelor’s degree in any discipline
- Strong communication skills in English and Hindi
- Passion for customer service and problem-solving
- Ability to multitask and manage operational activities efficiently
- Basic understanding of business processes and teamwork dynamics
- Fresh graduates and candidates with up to 2 years of experience are encouraged to apply
🧠 Skills and Attributes
| Skills Required | Description |
|---|---|
| Customer Communication | Handle calls, chats, and emails effectively while maintaining professionalism. |
| Order Management | Oversee the full cycle from product ordering to cash collection. |
| Problem Solving | Identify issues quickly and collaborate with teams for resolution. |
| Data Handling | Manage and update customer data accurately in systems. |
| Team Collaboration | Work cross-functionally with other departments to meet service goals. |
| Digital Awareness | Assist customers with online portals and system integration setups. |
💡 Why Join Shell as a Customer Success Specialist?
Working at Shell means being part of a global organization that values innovation, inclusion, and sustainability. Here’s what you can expect:
- Career Growth: Learn and develop through world-class training and leadership programs.
- Work-Life Balance: Flexible environment to support your personal and professional life.
- Global Exposure: Collaborate with diverse teams across various business units and geographies.
- Inclusive Culture: Work in a workplace that celebrates diversity and equal opportunity.
- Continuous Learning: Access to career frameworks, mentorship programs, and workshops to enhance your skills.
🌱 About Shell in India
Shell is one of the world’s leading energy companies with a strong presence in India across multiple business verticals — from renewables and retail to digital innovation and R&D. With 13,000+ employees, Shell India focuses on creating sustainable energy solutions and advancing the transition toward a net-zero future.
The company also actively supports education, startup innovation, and community initiatives, making it a place where you can grow both professionally and personally.
📋 Job Summary Table
| Job Title | Customer Success Specialist – OTC |
|---|---|
| Company | Shell India |
| Location | Chennai, India |
| Experience Level | Early Careers / 0–2 Years |
| Employment Type | Full-Time |
| Qualification | Any Bachelor’s Degree |
| Languages Required | English and Hindi |
| Department | Commercial & Retail / Downstream & Renewables |
| Key Skills | Customer Service, Order Management, Communication, Problem Solving |
| Salary | As per Industry Standards |
| Application Link | Available on Shell Careers Portal |
🌈 Final Thoughts
If you’re a motivated fresher or a professional with up to 2 years of experience looking to start your career with a global brand, the Customer Success Specialist role at Shell is a perfect opportunity. You’ll gain hands-on experience in customer engagement, operations management, and process improvement — all while working for one of the world’s most respected organizations.
✨ Start your journey at Shell today and be part of the energy transition movement!
