Intern

, Poland

Job Family Group:

Internship

Worker Type:

Interns (Fixed Term) (Trainee)

Posting Start Date:

May 6, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

The annual base salary range for this position:

zł58,800.00 - zł87,600.00

Individual pay will be based on various factors such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

Job Description:

Customer Operations Intern – Summer Internship Program (SIP)

Location: Kraków, Poland (Hybrid – 3 days/week in the office)

Duration: July – September 2026

About the Role

Customer Operations is part of Shell’s Downstream Global Commercial organisation. Our mission is simple: deliver a best‑in‑market customer experience and strong business value — at an affordable cost.

As a Customer Operations Intern, you will support both our business partners and end customers by resolving enquiries, improving processes, and ensuring smooth digital interactions. This role is perfect for students or recent graduates who enjoy helping people, solving problems end-to-end, and working in a dynamic, fast-paced environment.

No prior professional experience is required — we will teach you everything you need to know.

What You’ll Do

Customer Enquiries

• Handle B2C customer requests via phone, email, chat, and digital platforms
• Take ownership of customer issues, complaints, and escalations
• Support customers with promotions, loyalty programs, gift deliveries, balances, and membership questions
• Coordinate logistics-related queries with internal teams and external partners

Loyalty Management

• Deliver end-to-end quality service for loyalty customers
• Process new registrations, data changes, and communication preferences
• Perform fraud checks and data quality controls
• Support customers with loyalty points redemption, transfers, and card issues

Process & Administration

• Work across multiple internal systems while maintaining high-quality customer data
• Assist in communication with third‑party logistics providers
• Collaborate with internal stakeholders according to defined processes
• Support testing activities for system upgrades, IT changes, and operational improvements

Digital & Touchless Support

• Assist customers across digital self‑service channels
• Respond to queries on social media with professionalism and accuracy
• Help users navigate websites, mobile applications, and digital tools
• Promote digital solutions and contribute to continuous improvement initiatives

Who We’re Looking For

Essential

• English proficiency at B2 level
• Currently a student or recent graduate (business-related studies are an advantage)
• Strong customer‑centric mindset and willingness to help others
• Clear and confident communication skills (written & verbal)
• Problem-solving attitude and ability to stay resilient under pressure
• Attention to detail, ownership mindset, and openness to feedback
• Ability to collaborate effectively in a team environment
• Interest in process improvement and digital solutions
• Good command of MS Office; comfortable using digital and social media tools

Nice to Have

• German (min. B2, ideally C1)
• Previous customer service or administrative experience (optional, not required)

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DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.