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Customer Ops Specialist - Mandarin
The Role
About Customer Operations
Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.
Purpose
Customer Operations make a huge impact on our customer’s experience and our businesses’ performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell.
The Customer Success Specialist supports our customer’s daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The Customer Success Specialist owns contract management, pricing, ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market customer experience.
Overview:
This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Accountabilities:
1. Customer Enquiries
▪ Handle 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 required
- Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership
▪ Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
2. 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
3. Process and Administrative Work
▪ Acquire an 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 system
▪ Collaborate with third party logistics companies
▪ Liaise with internal interfaces within the agreed processes and ways of working
4. 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 responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters
▪ Work with the new digital live chat channel for inbound Customer queries both through the website and the mobile application
▪ Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input
Job Requirements
• Bachelor’s degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or Fresh graduates with less than 1 year working experience
• Possess strong leadership and teamwork-based experience
• Strong proficiency (Read/Write/Speak) in English, Malay & Mandarin
Other Skills & Competence Requirements
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
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.