Project-Based Customer Success Specialist

5 days ago

Makati, Philippines Shell Full time

Overview

Project-Based Customer Success Specialist – Shell Makati, National Capital Region, Philippines

Shell Business Operations Manila forms the operational backbone of Shell’s processes across the globe. SBO Manila focuses on Finance, Human Resources, Customer Service, Order-to-Delivery, Contracting and Procurement, with a strong emphasis on diversity and development opportunities.

What’s The Role is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This role sits in Deal Management and Order to Cash as part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from pricing set-up, processing or credit and debit memos, through order and payment. The CSS provides consistent, adaptive, reliable and easy experiences to our customers.

What You’ll Be Doing
  • Accountable for a defined customer portfolio to take ownership, drive accountability, and communicate improvements for the customer journey
  • Support daily operational activities – non-voice and voice customer interactions
  • DM acquiring activities such as customer, retailer and system generation disputes
  • New business customer inquiries and documents assessment
  • Support daily operational activities – Mobility pricing, processing of Credit and Debit Memos, and other customer account setup (Sales Contract Management)
  • Prepare various reports required by the customer, Mobility business, Customer Operations team and customers
  • Send communications to customers
What You Bring
  • Bachelor degree preferred (Business-related major) or equivalent experience
  • Previous experience in customer service or operations
  • Experience in Microsoft Office, strong Microsoft Excel skills
  • Resilience and patience when interacting with challenging customers
  • Effective communication across different channels
  • Continuous improvement mindset
What We Offer
  • Opportunities to grow skills and progress in the energy transition
  • Transferable skills development and exposure to technology, trends, and practices
  • Collaboration with experienced colleagues and a values-led culture
  • Flexible working hours and potential remote/mobile working
  • Competitive starting salary with annual performance-related increases
  • Paid parental leave, including for non-birthing parents
  • Commitment to diversity and inclusion; applicants of all backgrounds are encouraged to apply
  • Diverse career opportunities in national and international teams
  • Access to a wide range of training and development programs

We are committed to attracting a broader and more diverse pool of candidates. If this position isn’t the perfect fit, consider creating a profile in our Talent Community for future opportunities.

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