Customer Operations Specialist 客户服务

❖ Customer Success Specialist Mobility SG

❖Oil & Gas Industry [SHELL]

❖6 Months Contract

❖ Monday to Friday | 9:00AM to 6:00PM

❖ Wisma Shell Cyberjaya

❖ MYR MYR 3000 per month + 500 language allowances

❖ Fluent in Mandarin

Duties:

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

Loyalty Management (via call/email)

• Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third-party offers, gift delivery, balance enquiries, Premium membership
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
• Manage the Retail Loyalty Customer Experience
• Handle transaction queries, self-serve queries and general loyalty related enquiries
• Process Customer loyalty registration and personal data management, channel preference modification

Process and Administrative Work

• To learn an in-depth 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 first-time accountability and ownership of Customer data quality input at system
• Collaborating with third party logistics companies
• Liaise with internal interfaces within the agreed processes and ways of working
• 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

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
• 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
• Clean up of brilliant basics – customer touchpoints digitally on external apps
• All the branding digital work (google maps, how our charge images and descriptions show up)
• Physical on-site branding work and 1x clean up with engineering
• Clean up of e2e pricing tracking management

Qualification

• Willing to work in shifts
• Bachelor's degree preferred
• Previous experience in Customer service or operations
• Experience in Microsoft Office
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures
• Able to act as a Shell Brand Ambassador in a 'voice of Shell' role
• Able to demonstrate a continuous improvement and learner mindset
• 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

Job Type: Full-time

Pay: RM2, RM3,200.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person