Customer Success Specialist
Shell
Street office, Dela Rosa
1h ago

Job Description : Job Purpose :

Job Purpose :

Customer Success Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.

Principal Accountabilities :

This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to : Global Commercial, Commercial Fleet and Retail.

These activities cover all Customer levels including Key Accounts and Platinum Customers.

Feedback and Issues :

  • Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required.
  • Close the loop with customers

    Touchless Support and Setup :

  • Support and proactively encourage touchless uptake and utilisation
  • Act as first level support for system interface errors
  • Fraud Support

  • Monitor account and payment transaction activity to identify incidents of Fraud.
  • Support Fraud Managers with fraud case information requirements
  • General Inquiries :

  • Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
  • Job Requirements :

  • 4-year bachelor’s degree (Preferably)
  • Customer service in a business process outsourcing experience (Advantage)
  • Strong written and verbal communication skills is a must (American English)
  • Receptive behaviour on coaching, feedback and areas for improvement in relation to performance.
  • Exhibit a strong to excellent customer advocacy skills
  • Continuous improvement mind-set
  • Competencies :

    Commercial & Economic Acumen - Knowledge

    Value Chain Understanding - Knowledge

    Managing Customer Experience - Skill

    Contract Management -Knowledge

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