Customer Success Specialist

We are looking for skilled professional to join our team on a **1-year contract**.

**What’s the role?**

**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. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

**Accountabilities**:
Card Order and Account Management:

- Create, replace and cancel card as required.
- Update and amend card setting including product, velocity, and other details.
- Manage delivery of orders - take ownership of delivery status enquiries and trouble-shooting.
- Set up and manage account master data amendments and enquiries.
- Liaising with other stakeholders such as sales, marketing, credit and other service partners on various services.

Credit Management:

- Handle credit related enquiries including payment methods & allocations, refund / write-off and credit requirements for credit assessment.
- Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade and dormant accounts.

General Inquiries:

- Marketing campaign - To handle and resolve all queries relating to marketing activities.
- Transaction at station - Troubleshoot and resolve transaction related issue at station which may be due to various reasons.

Dispute Management:

- Own the end to end disputes process, which includes logging of dispute, undertaking initial investigation, and liaising with relevant service partner 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.
- To perform service recovery to ensure corrective and preventive measures are taken before closing loop with customers.

Online Service Support and Setup:

- Support and proactively encourage uptake and utilization of online services.
- Act as first level support for system interface issues and errors.
- Provide guidance to customers for online system navigation.
- Assist in online services registration for system-to-system setup with existing customers.
- Assist to set up new user and amend existing user details in online system.

Trouble Shooting
- Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.

Data Integrity Management:

- Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.

**What do we need from you?**

**Must have**:
**Qualifications**:

- Fresh graduates are welcome to apply. Experience in end-to-end customer support, from contract and account set-up, through to order and payment, is a plus.
- Ability to manage multiple competing deliverables and effectively prioritize tasks.
- Analytical problem solver, independent worker and strong team player who is detail oriented with an ability to working under tight deadlines.
- Strong interpersonal skills and experience dealing with a number of key stakeholders across all levels of management.
- Energy, enthusiasm, solution minded and can-do attitude.
- Sound judgmental skills to identify and resolve challenges and issues.

**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.

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