Job Description

Selangor, MalaysiaJob Family Group: Commercial and RetailWorker Type: RegularPosting Start Date:Business unit: Downstream and RenewablesExperience Level: Early Careers:NOTE: This role requires a fluent/native Bahasa Indonesia speakerWhere you fitExpect lots of support and encouragement while you\xe2\x80\x99re here. You\xe2\x80\x99ll be working alongside people who love what they do and enjoy sharing their enthusiasm with everyone around them. We value career growth. You\xe2\x80\x99ll have limitless opportunities to explore \xe2\x80\x93 whether that means building up new areas of expertise or taking in a different direction.What\xe2\x80\x99s the role?As a Customer Success Specialist for Deal to Cash (DTC), you will play a critical role in ensuring the success and satisfaction of our customers throughout the deal-to-cash process. You will be responsible for managing relationships with customers, facilitating the implementation of solutions, and driving adoption of our products and services. This role requires a combination of strong interpersonal skills, technical expertise, and a focus on delivering value to our customers.Key responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for assigned customers, building strong relationships and understanding their unique business needs, challenges, and goals.
• Solution Adoption: Drive adoption of our products and services by educating customers on best practices, functionality, and capabilities. Proactively identify opportunities to optimize usage and- maximize value for customers.
• Customer Advocacy: Advocate for customers internally, representing their interests, feedback, and requirements to relevant stakeholders. Serve as a voice of the customer and provide input to product development and enhancement initiatives.
• Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with cross-functional teams to troubleshoot issues, resolve problems, and ensure customer satisfaction.
• Documentation and Reporting: Maintain accurate records of customer interactions, activities, and outcomes using CRM software. Generate reports and dashboards to track customer success metrics and outcomes.

What we need from you?

• Bachelor degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Fluency in Bahasa Indonesia is a mandatory requirement for the role
• 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\xe2\x80\x99s needs, while staying within the policies and procedures
• Able to act as a Shell Brand Ambassador in a \xe2\x80\x98voice of Shell\xe2\x80\x99 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

Company DescriptionShell 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 WorkThere\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 WorkTo 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.A Rewarding Place to WorkCombine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.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.

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