Job Description

Selangor, Malaysia

Job Family Group: Commercial and Retail

Worker Type: Regular

Posting Start Date: September 19, 2022

Business unit: Downstream

Experience Level: Early Careers

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About Customer Operations

Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.

Purpose

Customer Operations make a huge impact on our customer's experience and our businesses' performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell. The Customer Operations Team Leader is responsible for the performance and management of a team of Customer Operations Specialists. You will develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships. Your team will identify and lead process improvement opportunities, ensuring performance targets are achieved.

Where You Fit In?

This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Mobility End-to-End integrated team (General Public and where applicable i.e. Loyalty, Digital). This role needs to manage customer experience and being able to deliver effective communications, value-adding interactions, and efficient issue solutions through multiple interface channels such as phone interaction, emails, ticketing and live chat engagements with Customers.

Accountabilities:

1. Customer Enquiries

• Handle a range of 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, compliments, and liaise 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 when appropriate and in collaboration with other service providers.

2. Loyalty Management

• Manage the Loyalty Customer Experience for Shell Hong Kong Mobility business.
• Handle transaction queries, self-serve queries and general loyalty related enquiries.
• Process customers' registration including personal data management.
• Perform compliance checks on fraud and manual data quality control.
• Support the redeeming and transferring of loyalty points program.
• Manage the lost/stolen/forgotten cards process.
• Resolve customers' complaint.

3. 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
• Liaise with internal interfaces within the agreed processes and ways of working

4. Digital and Touchless Support

• Support 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.
• Respond to Customers' queries via the social media platforms.
• Manage the digital live chat channels for inbound Customer queries both through the website and the mobile application
• Support testing for IT upgrades or projects requiring operational input

What We Need from You?

• High proficiency in English and Cantonese language
• Bachelor degree preferred (Business related major) or equivalent experience
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures of Shell
• Able to demonstrate a continuous improvement mind-set
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to problem-solve independently, dealing with a range of uncommon queries
• 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

Please note that this role will be on SBO Terms and Conditions.

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