Job Description

Customer Experience Specialist - (Cantonese Speaker)

Oil And Gas Industry

Cyberjaya, Selangor

10 Months Contract

Mon - Fri, 9 am- 6 pm (OT Allowance Provided)

Basic Salary : RM 3000

Cantonese Language Allowance : RM 500

Customer Success Specialist Support (CSS) is empowered to manage customer experience and relationships across the end-to-end journey of our customers. This job sits under T&S Commercial Operations, forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. As a Customer Success Specialist Support, you will be accountable for a certain customer portfolio to take ownership, drive accountability, demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class customer experience and to ensure maximum customer-centricity. This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

Customer Service:

Order Management

Place, amend and cancel orders, liaising with other service partners in T&S Bitumen, including seeking MOA approval for any price change and surcharges waiving if required. Ensure the customer receive order confirmation either via email or via call. Process Returned Product. Run open, incomplete, duplicate, block orders and resolve issue to ensure that orders are released on time. Check pricing between PO and GSAP and notify to AMs to set up price before invoicing to ensure the right price on invoice and release block within actual delivery date at the latest. Coordinate with stakeholder to have the full required information and get all missing data i.e. orders, invoice, master, credit and delivery. Outbound calls for onboarding new customers, delivery follow-up, incident managements, follow-up documents, back orders and per request.

Credit Management

Handle credit enquiries and coordinate with credit or Sales team to provide credit solution, including check credit remaining balance and payment. Also resolve credit and payment issues. Credit Block Order Management - Monitor open orders, review order status and action blocked orders.

Dispute Management

Take ownership, initiated Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, and liaising with key interfaces to resolve disputes within SLA. Close the loop with customer on case outcome and confirm closure of case.

Documentation & Reporting Support

Provide copy documents - delivery note, copy of invoice, SDS, COA, eSOA and various forms within SLA.

General Enquiries

Handle New Business - Receive request for information or quotation from potential new Customers. Handle a range of front-line Customer enquiries and resolve enquiries about ordering, credit, invoicing, accounting, technique, marketing and specific to each business within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes.

Feedback and Issues

Take ownership, manage Customer complaints, feedback and compliments. Liaise with resolution owners and other Service Partners as required. Outbound calls to the customers to close the loop with customers within SLA.

System and application troubleshooting

System and application troubleshooting for customers regarding account setup, unlock and usage training.

Touchless Support and Setup

Support and proactively encourage touchless uptake and utilization. Act as first level support for system interface errors and raise ticket to Shell IT. Act as a touchless setup support in system-to-system setup with existing Customers and work with IT team to resolve issues and manage internal processes. Onboarding new and existing customers to use Shell MarketHub.

Master Data Processing:

Master Data Set Up & Amend

Set up, amend and mass upload customer master data in CS&A. Follow-up directly with customers and business counterparts on missing customer documentation for master data setup and amend. Maintain and update master data database to ensure alignment with data quality standard (DQS). Keep all the records in Sharepoint. Set up Output condition i.e. order confirmation, copy of invoices, delivery and SDS etc. Create, amend and mass upload GSAP sales contract accurately upon business requests.

Pricing Enquiries and maintenance

Maintain, set up, extend and mass upload end to end pricing data according to business request with MOA approval within the day of request. Including confirming pricing, managing price increases and changes, implementing rebates, invoice accuracy, resolving pricing related errors and disputes, also comply with pricing control. Maintain list price change for the business whenever there is a request or approval. Ensure that list price to be set with accuracy and obtain right approvals to proceed as per control process within the day of request. Send out quotation or price notification both via email to the customers and business stakeholders based on customers/business requests. Keep all the record in Sharepoint.

Rebate

Set up, amend rebates and ensure the right MOA approval before proceeding. Execute rebate accrual and settlement within the timeline. Maintain rebate for product replacement. Running the rebate settlement / accrual report to stakeholder. Monitoring expiry rebate and send to stakeholder.

Reporting Support

Support Invoice report to both of external and internal parties. i.e. HOTT report, invoice report, volume, pricing / rebate report upon request. Support Work Instruction or Process Steps' action in relation to Controls report downloading and checking with internal parties.

Supporting business

Answer enquiries in regarding to your work scopes i.e. billing cycle, invoice frequency, basic credit administration, card details and customer master data, etc. Support Ad-hoc requests. Support business projects and initiatives.
Qualification :

Working proficiency in Cantonese and English Strong Communication and Influencing skills Previous experience in data Analytics & Insights and Digital environment Demonstrated ability and commitment to build Customer Success Knowledge of Customer Centric Design A good understanding of Commercial & Economic Acumen and Value Chain methodology The ability to lead and drive Continuous Values Attention to details when dealing with Data Management and high focus on Compliance Proven experience in Contract Management Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
Job Type: Contract
Contract length: 10 months

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

Health insurance Opportunities for promotion Professional development Work from home
Work Location: In person