Customer Success Specialist

1 week ago


Cyberjaya, Selangor, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time

Customer Success Specialist (Admin)

Work Hour :
Monday to Friday I 9.00am to 6.00pm or 8.00am to 5.00pm


Location :
Cyberjaya, Selangor


Contract Duration : 6 Months

Compulsory skill set(s) : Attention to Detail, Proactive, Planning, Follow Through, Excel

Nice-to-have skill set(s) : Leadership, GSAP knowledge, Presentation Skills

Salary :
RM RM 2900


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:

Order Management:

  • Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
  • Manage delivery of orders take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
  • Handle and resolve all queries from Customers
  • Schedule standard and nonstandard orders
  • Process Returned Product

Credit Management:

  • Block Order Management
  • Monitor open orders, review order status and action blocked orders
  • Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/writeoff/write on management, Cash and noncash security handling

General Inquiries:

  • Handle New Business
  • Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
  • Manage office administrative tasks relating to billing documents

Dispute Management:

  • Own the end to end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case

Feedback and Issues:

  • Manage Customer complaints, feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
  • Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
  • Ensure ordering issues are visible and managed in accordance to service level agreement

Online Services Support and Setup:

  • Support and proactively encourage uptake and utilization of online services
  • Act as first level support for system interface errors
  • Assist in online services setup for systemtosystem setup with existing Customers.
  • Work with Customer IT teams to resolve issues and manage internal processes.

Fraud Support

  • Monitor account and payment transaction activity to identify incidents of Fraud.
  • Support Fraud Managers with fraud case information requirements

Job Requirements

  • Minimum Bachelor degree (CGPA 3.0 and above) in any field of study
  • Possess strong leadership experience
  • Fresh graduates with less than 1 year working experience
  • Proficiency (Read/Write/Speak) in English & Cantonese / Indonesian / Malay / Mandarin not a must but an advantage

Other Skills & Competence Requirements

  • Value Chain Understanding (Knowledge)
  • Commercial and Business Acumen (Knowledge)
  • Managing Customer Experience (Skill)
  • Problem Solving & Analytical (Skill)

Job Types:
Full-time, Contract

Contract length: 6 months

Pay:
RM2, RM2,900.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Schedule:

  • Day shift
  • Monday to Friday

Education:

  • Bachelor's (preferred)

Experience:

  • Customer service: 1 year (preferred)


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