Company: Shell
Skills: Customer Service
Education: High School/Secondary
Location: Makati City, Philippines
Skills: Customer Service
Education: High School/Secondary
Location: Makati City, Philippines
As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
Additionally, you will have:
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
- Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company's policy and contracts, Ensuring compliance)
- Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer's issues and to drive resolution and improvements)
Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
Additionally, you will have:
- Working proficiency in English
- Strong Communication and Influencing skills
- Previous experience in data Analytics & Insights and Digital environment
- Demonstrated ability and commitment to build Customer Success
- Knowledge of Customer Centric Design
- A good understanding of Commercial & Economic Acumen and Value Chain methodology
- The ability to lead and drive Continuous Values
- Attention to details when dealing with Data Management and high focus on Compliance
- Proven experience in Contract Management