Customer Ops Specialist

2 weeks ago

Cyberjaya, Selangor, Malaysia Shell Full time

The Role:

Where you fit?
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.


What's the role?
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 COS Deal Management supports Account Managers/Territory Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle.

The COS Deal Management owns pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market customer experience.

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.

Role requirement
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
  • 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, selfserve 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 indepth 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 firsttime 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 social media platforms responding to Customers' queries taken through these channels with an appropriate tone and within the limited characters
  • 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 teamworkbased experience
  • Strong proficiency (Read/Write/Speak) in English, Malay & Mandarin

Company Description
Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Shell.

We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.


SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region.

Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.


Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation.

We enable Shell to operate in a global-competitive and ever-changing business environment

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.

Join us and you'll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy, or developing technology that helps the world to use energy more efficient

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