Customer Success Associate

, PhilippinesJob Family Group:Commercial and Retail, Downstream Supply ChainWorker Type:RegularPosting Start Date:February 2, 2026Business Unit:Experience Level: Early CareersJob Description: 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 EnquiriesHandle a range of front line Customer enquiries within the agreed processes and ways of working, including:-Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as requiredOffers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membershipLogistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomesLoyalty ManagementManage the Retail Loyalty Customer ExperienceHandle transaction queries, self-serve queries and general loyalty related enquiriesProcess Customer loyalty registration and personal data management, channel preference modificationPerform compliance checks on fraud and manual data quality controlSupport the redeeming and transferring of Customer Loyalty pointsManage the lost/stolen/forgotten cards processResolve Loyalty complaintsProcess and Administrative WorkAcquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each otherSupport Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at systemCollaborate with third party logistics companiesLiaise with internal interfaces within the agreed processes and ways of workingDigital and Touchless SupportSupport 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 applicationSupport social media platforms responding to Customers' queries taken through these channels with an appropriate tone and within the limited charactersWork with the new digital livechat channels for inbound Customer queries both through the website and the mobile applicationGiven detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational inputJob Knowledge, Skills & Experience: Language: Customer Language Proficiency (at least 1 if multiple language business) - C1English Language Proficiency - B2Other Skills & Experience:Bachelor's degree required (Business related major) or equivalent experiencePrevious experience in Customer service or operationsExperience in Microsoft Office with experience in using social media platforms including twitter/FacebookPossess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and proceduresAble to act as a Shell Brand Ambassador in a 'voice of Shell' role with Live Chat and social media platformsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunitiesAble to demonstrate resilience and patience, especially when interacting with challenging CustomersAble to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quicklyAble to demonstrate a continuous improvement mind-set-Company Description Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.An Innovative Place to WorkThere's never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people's lives for more than a hundred years, Shell has become one of the world's leading companies. Join us and you'll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.An Inclusive & Progressive Place to WorkTo power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we're nurturing an inclusive environment - one where you can express your ideas, extend your skills, and reach your potential.We're creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we'll take it from there.We're closing the gender gap - whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.A Rewarding Place to WorkCombine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.We're huge advocates for career development. We'll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.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.