jobs in Shell People Services Asia Sdn. Bhd.

Customer Success Specialist (Mandarin Speaker)

Premium Jobs Ads

SSM No : 199501035598 (364800-W)

MYR3,100 - MYR4,000 Per Month

Cyberjaya, Selangor

Fewer than 60 applicants. You still have a chance!

Posted 4 days ago • Closing 29 Jun 2024

Fewer than 60 applicants. You still have a chance!

Requirements

Job Knowledge, Skills & Experience:

Language:

  • Customer Language Proficiency (at least 1 if multiple language business) – C1
  • English Language Proficiency – B2
  • Mandarin Language

 

Other Skills & Experience:

  • Bachelor degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service or operations
  • 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
  • Able to act as a  Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat
  • 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

Responsibilities

Job Purpose:

This job forms part of the Order to Delivery 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.

 

Principal Accountabilities:

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

  • 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
  • Perform compliance checks on fraud and manual data quality control
  • Support the redeeming and transferring of Customer Loyalty points
  • Manage the lost/stolen/forgotten cards process
  • Resolve Loyalty complaints

 

Process and Administrative Work

  • Acquire 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 inputted at system
  • Collaborate with third party logistics companies
  • 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.

Benefits

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 to store energy or developing technology that helps the world to use energy more efficiently.

 

 

An Inclusive & Progressive Place to Work

  • To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take IT from there.
  • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
  • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

 

 

A Rewarding Place to Work

  • Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
  • We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

scam job notice

Important Information

Never provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report This Job ad.

Learn More

About Company

jobs in Shell People Services Asia Sdn. Bhd.

Shell People Services Asia Sdn. Bhd. Shell People Services Asia Sdn. Bhd. is top company

Customer Service / Helpdesk

About Company

jobs in Shell People Services Asia Sdn. Bhd.

Shell People Services Asia Sdn. Bhd. Shell People Services Asia Sdn. Bhd. is top company

Customer Service / Helpdesk