Customer Success Specialist

2 weeks ago

Cyberjaya, 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 2500 - 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 trouble-shooting; proactively track and update Business Partners as required
- Handle and resolve all queries from Customers
- Schedule standard and non-standard 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/write-off/write on management, Cash and non-cash 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 system-to-system 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: RM2,500.00 - 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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