Customer Operations Specialist

Client Description:

For our client, a global leader in the energy sector, setting the direction for development in the areas of oil, gas, and innovative low-emission solutions, we are looking for a candidate for the position of Customer Operations Specialist.

The Customer Operations Specialist is responsible for managing customer experience and satisfaction across defined case scenarios. The role spans the Deal Management and Order‑to‑Cash journeys and plays a critical part in the Customer Fulfilment Cycle. It focuses on delivering customer support for simple, regional, technology‑enabled processes, including those enhanced by large language models (LLM), AI solutions, and automation tools such as bots and macros.

Customer Ops ensures that every customer interaction is Consistent, Adaptive, Reliable, and Easy, while escalating cases to specialized support teams whenever necessary.

Candidate Profile:

Requirements:

• English proficiency: B2/C1.
• Bachelor’s degree preferred (Business major) or equivalent experience.
• Previous customer service experience.
• Strong customer‑centric mindset with the ability to understand, meet, and champion customer needs within company policies.
• Continuous improvement mentality.
• Openness to coaching, feedback, and performance development.
• Ability to problem‑solve independently and manage a variety of non‑standard queries.
• Resilience and patience, especially when interacting with challenging customers.
• Minimum salary rage for the position: 33PLN Gross.

Responsibilities:

Key Responsibilities:

• Core Scope – GL Lubricants Business.
• Take full ownership of assigned customer cases.
• Ensure fast, accurate, and customer‑centric case resolution.
• Act as the single point of contact for simple, regional activities not requiring local language skills.
• Collaborate closely with internal support teams and stakeholders, including involvement in approval processes.
• Maintain clear, professional communication with customers and internal partners.
• Support LLM and AI model training by observing system performance and providing quality feedback.
• Manage a defined portfolio of operational activities to ensure timely case handling and appropriate escalations.

Principal Accountabilities:

• Customer enquiries:
  • Handle customer complaints, feedback, and compliments.
  • Manage logistics‑related enquiries and work with service providers to ensure satisfaction.
• Process & Administrative work:
  • Use internal systems effectively and understand their interconnections.
  • Support data integrity by ensuring accurate customer information.
  • Collaborate with internal stakeholders across the customer journey.
• Digital & Touchless Support:
  • Support customers across digital channels and encourage self‑service adoption.
  • Assist with IT upgrades, digital initiatives, and operational project input.
  • Provide support for loyalty programs, transaction queries, data issues, and technical assistance.
  • Contribute to compliance checks and data quality controls.
• Customer Operations Mission:
  • Customer Operations supports a wide range of activities within Downstream Global Commercial, focusing on delivering the best customer experience and business value at an affordable cost. The role integrates operational excellence with digital and automated solutions to streamline customer fulfilment.

We inform you that companies within the Adecco Group operating in Poland have implemented a reporting procedure required by the Whistleblower Protection Act. Detailed information is available in Adecco offices.

Małopolska