2022 Customer Success Specialist (Rolling Intake)

About Shell PH

Shell is an international energy company with expertise in the exploration, production, refining, and marketing of oil and natural gas, and the manufacturing and marketing of chemicals. 

They use advanced technologies and take an innovative approach to help build a sustainable energy future. They also invest in power, including from low-carbon sources such as wind and solar; and new fuels for transport, such as advanced biofuels and hydrogen.

Your role

This job forms part of the Order to Delivery Journey and provides high-quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat, and social media engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions, and efficient issue resolution.

Principal Accountabilities:

Customer Enquiries

• Handle a range of frontline Customer inquiries within the agreed processes and ways of working, including:
  • Feedback and Issues: Take ownership of the resolution of Integrated Retail B2C complaints, feedback, and compliments, liaising with other service partners as required
  • Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third-party offers, gift delivery, balance inquiry, Premium Membership
• Logistics: Resolve inquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Loyalty Management

• Manage the Retail Loyalty Customer Experience
• Handle transaction queries, self-serve queries, and general loyalty-related enquiries
• Process Customer loyalty registration and personal data management, channel preference modification
• Perform compliance checks on fraud and manual data quality control
• Support the redeeming and transferring of Customer Loyalty points
• Manage the lost/stolen/forgotten cards process
• Resolve Loyalty complaints

Process and Administrative Work

• Acquire in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
• Support Data Integrity Management, by embedding right-first-time accountability and ownership of Customer data quality inputted at the system
• Collaborate with third-party logistics companies
• Liaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

• Support Shell’s Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application
• Support social media platforms by responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters
• Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application
• Given the detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

In addition, the IRM Compliance Specialist would be responsible for ensuring testing processes are carried out to a high standard by having in place a system of peer review of the test procedures & results;

• Work with Onshore IRM, Team Leads, and other Testers to ensure the quality of tests delivered to the required standard
• Work with Onshore IRM CMO Compliance Analyst to resolve any quality issues

Principal Accountabilities:

• Perform testing of the design and operating effectiveness of IT controls within the Company’s business processes covering several locations. Execute audit and internal controls reviews with a specific focus on risk with financial, operational, and compliance impact.
• Execute implementation, documentation, and test of controls under the Company’s Sarbanes-Oxley (SOX) corporate governance program. Support the team to propose practical and actionable recommendations to improve controls and address deficiencies.

Training, development & rotations

Shell gives you the support and training to grow and develop because they recognize the crucial part every employee plays in their success.

They offer employees valuable educational resources. There is an emphasis on personal development with potential-based career development. They have a performance appraisal cycle and a range of development tools that employees and their line manager review on a regular basis.

They offer both internal and external training programs and have a range of formal leadership programs that may include international training opportunities. Their technical and leadership development programs are recognized as industry-leading.

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Compensation & benefits

• Health & Insurance Benefits
• Life Insurance
• Health Insurance
• Dental Insurance
• Vision Insurance
• Prepaid Legal
• Long-term Disability Insurance
• Accidental Death & Dismemberment Insurance
• Temporary Disability Insurance
• Severance Pay
• Retirement & Financial Benefits
• Profit Sharing
• 401(k) Plan
• Defined Benefit Pension Plan
• Defined Contribution Pension Plan

Career progression

Helping others make informed fuel choices for a sustainable future and getting to engage and interact with a wide range of people is what Ms. Clairin Loh enjoys most about working at Shell.

“It’s a big company and there are many opportunities to be involved in a range of jobs in different locations,” says the 37-year-old. In her current position as an Asia gas and liquefied natural gas (LNG) market development manager, she works with major stakeholders - including producers, buyers, regulators, and government agencies - to promote informed decisions about the role that natural gas can play in providing energy.

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Work-life balance

They have flexible working arrangements and paid time off that help you achieve a fulfilling work-life balance. For example, they are the first international oil and gas company to offer global minimum maternity leave. Just one of the many flexible working policies we have in place to ensure you have more time to do the things you love.

Company culture

They recognize that the heart of their Company is their people. They continue to improve their employee value proposition to attract, develop, and retain world-class talent.

They engage them through various initiatives to maintain their culture of care and safety. Their people are essential to the success of Pilipinas Shell. They strive to recruit, develop, and retain such talented individuals; to continuously support and elevate their performance to a global standard; and to maintain a healthy, productive, and stable organization.

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How to apply

To apply for this position, simply click the “Apply” button on this page.

Source/s:

• shell.com
• payscale.com