Company: Shell
Skills: Customer Service
Education: High School/Secondary
Location: Makati, Metro Manila, Philippines

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 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

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 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

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 channels 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 Knowledge, Skills & Experience:

  • Customer Language Proficiency (at least 1 if multiple language business) - C1
  • English Language Proficiency - B2