Customer Service Associate

Customer Service Champion (Pump Attendant) at a Shell Fuel Station.

Job Description: Customer Service Champion

Position Title: Customer Service Champion (CSC)

Location: Bangalore, Karnataka

Reports To: Shift Manager / Site Manager

Employment Type: Full-Time

Job Purpose: The Customer Service Champion (CSC) is responsible for delivering an exceptional customer experience on the forecourt by providing safe and accurate fueling services, promoting Shell products and loyalty programs, and ensuring compliance with Shell's operational and safety standards. The role plays a key part in creating a welcoming environment that drives customer satisfaction, loyalty, and sales growth.

Key Responsibilities

Customer Service

• Greet every customer warmly and professionally.
• Provide prompt, courteous, and efficient service throughout the customer journey.
• Assist customers with fueling requirements and answer product-related queries.
• Thank customers and provide a professional wave-off after every transaction.
• Handle customer concerns politely and escalate issues when required.

Fueling Operations

• Dispense fuel accurately and safely according to customer requirements.
• Follow all fuel dispensing procedures and quantity assurance standards.
• Confirm fuel type and quantity before fueling.
• Promote full-tank fueling opportunities where appropriate.
• Maintain vigilance to prevent fueling errors and safety incidents.

Sales & Promotions

• Promote Shell V-Power fuels and communicate product benefits.
• Recommend relevant promotions and offers to customers.
• Encourage customer enrollment in Shell loyalty and rewards programs.
• Support site initiatives to achieve fuel and non-fuel sales targets.
• Identify opportunities to upsell products and services.

Forecourt Standards

• Maintain a clean, safe, and welcoming forecourt environment.
• Ensure fueling islands, dispensers, and customer touchpoints are clean and presentable.
• Report equipment defects, spills, or hazards immediately.
• Support housekeeping activities as required.

Safety & Compliance

• Adhere to Shell Health, Safety, Security, Environment, and Quality (HSSEQ) standards.
• Follow all forecourt safety procedures and emergency response protocols.
• Wear prescribed Personal Protective Equipment (PPE) at all times.
• Report incidents, near misses, and unsafe conditions promptly.
• Ensure compliance with statutory and company policies.

Teamwork & Communication

• Work collaboratively with cashiers, technicians, and supervisors.
• Participate in daily shift briefings and training sessions.
• Communicate operational issues and customer feedback to management.
• Support colleagues during peak operating hours.

Qualifications

• Essential SSLC / PUC or equivalent.
• Ability to communicate effectively in Kannada and basic English.

Preferred

• Previous experience in customer service, retail, hospitality, or fuel station operations.
• Basic sales and customer handling skills.

Skills & Competencies

• Strong customer service orientation.
• Good communication and interpersonal skills.
• Positive attitude and professional appearance.
• Ability to work in a fast-paced environment.
• Sales and upselling capability.
• Attention to detail and safety awareness.
• Teamwork and reliability.

Key Performance Indicators (KPIs)

• Customer service and mystery shopper scores.
• Compliance with Shell service standards.
• Full-tank conversion rate.
• Shell V-Power sales performance.
• Loyalty program registrations.
• Forecourt cleanliness and audit scores.
• Safety compliance and incident-free performance.
• Attendance and punctuality.

Working Conditions

• Rotational shifts, including weekends and public holidays.
• Outdoor work environment.
• Continuous standing and walking during shifts.

Core Values

• Safety First
• Customer Focus
• Integrity
• Respect for People
• Teamwork
• Operational Excellence