Job Description

The Role

• Where you fit

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.

• What\xe2\x80\x99s the role?

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.

• Role requirement

Supporting Hong Kong Operation 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.

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\xe2\x80\x99 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\xe2\x80\x99 complaint.

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

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\xe2\x80\x99 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
• Preferable if having an Excel and Analysis skills
• Follow Hong Kong Public Holiday
• Bachelor\xe2\x80\x99s degree preferred (Business related major) or equivalent experience
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer\xe2\x80\x99s 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

• Company Description

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\xe2\x80\x99s 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\xe2\x80\x99ll add your talent and imagination to a business with the power to shape the future \xe2\x80\x93 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\xe2\x80\x99re nurturing an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills, and reach your potential.

• We\xe2\x80\x99re 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\xe2\x80\x99ll take it from there.
• We\xe2\x80\x99re closing the gender gap \xe2\x80\x93 whether that\xe2\x80\x99s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We\xe2\x80\x99re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We offer several flexible working arrangements subject to business requirements for our employees to help support work-life balance.

• 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. Our CARE benefits are mindfully curated to promote Eco Living, overall Wellbeing, Personal Growth and Caring for our loved ones. We\xe2\x80\x99re huge advocates for career development. We\xe2\x80\x99ll 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.

Disclaimer

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.