Customer Service Admin

❖ Customer Operations Specialist (General Public & Loyalty).

❖ Oil & Gas Industry [SHELL]

❖ 1 Year Contract

❖ Monday to Friday | 8:00AM to 5:00PM

Job Purpose:

This job forms part of the Order to Cash 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 Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing and live chat engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.

Duties:

1. Customer Enquiries

Handle a range of front-line 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

1. Loyalty Management

2. Manage the Retail Loyalty Customer Experience

3. Handle transaction queries, self-serve queries and general loyalty related enquiries
4. Process Customer loyalty registration and personal data management, channel preference modification
5. Perform compliance checks on fraud and manual data quality control
6. Support the redeeming and transferring of Customer Loyalty points
7. Manage the lost/stolen/forgotten cards process

8. Resolve Loyalty complaints

9. Process and Administrative Work

10. Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other

11. Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system
12. Collaborate with third party logistics companies
13. 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 livechat 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

QUALIFICATION :

❖ Bachelor Degree preferred (Business related major) or equivalent experience

❖ Previous experience in Customer service or operations.

❖ Fresh graduate with no experience also can apply

❖ 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

❖ 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

❖ Compulsory skill set(s) : Cantonese Fluency, MS Office Fluency

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM2, RM3,200.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Education:

• Bachelor's (Preferred)

Language:

• Cantonese (Preferred)

Work Location: In person