Customer Ops Specialist-Order to Cash

Where you fit in

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 Success Specialist 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 Success Specialist delivers effective communications, value-adding interactions, and efficient issue resolution.

What's the role

The principal accountabilities as a Customer Success Specialist include:

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

What we need from you

Language Requirement:

• Customer Language Proficiency (at least 1 if multiple language business) – C1
• English Language Proficiency – B2
• French Language Proficiency - B1 (for French speaker only)

Other Skills & Experience:

• Bachelor’s degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
• 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 and social media platforms
• 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
• Able 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 Work

There’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 Work

To 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 Work

Combine 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.