Customer Service Specialist

Total Number of Openings

1

Interacts with clients to provide support with billing requests, information requests, suggestions, and complaints.

Global Service Center Overview

The Chevron Global Customer Service Center is a team of 400 Customer Service Center & Technology professionals, spread out in 17 countries across the globe which provides a cost-effective, effortless, and digitally enabled experience for our internal partners and external customers as they engage with Chevron across the globe.

Our Manila location is composed of 250 employees composed of supervisors, team leaders, subject matter experts and customer service representatives. We provide support to different regions where Chevron has a presence. Established in 2006 we pride ourselves in promoting the Chevron values of integrity, trust, diversity and inclusion, safety.

Responsibilities for this position may include but are not limited to: 

• Starcard and StarCash Support. Responsible for the set-up, maintenance and update of Chevron Philippines Inc (CPI), StarCard customer account and card data information, pin verification and reset, blocking and reactivation of account, card replacement, and account closure/termination of Starcard users. Handles Starcard general inquiries including basic trouble shooting of Point of Sale (POS), pricing and card fees, refunds, discounts and reversals. Attends to Starcard users request, account balance information, statement of account copies, additional card orders and vehicle odometer resets. Responds to Starcard merchant inquiries regarding payment and reimbursement of their accounts, processing of suspended and manual transactions and coordinates customer’s requests for sales slip retrieval to service stations. Responsible for handling new applications including conducting of Denied Party Screening (DPS) of StarCard accounts.
• Handles StarCard Online (SCOL) registration of new users/customers, answers web queries and complaints of registered and non-registered customers and provides general support to all Starcard online users. Generates various Starcard reports.
• Order to Cash. Critical primary point of contact for Retail, C&I and Lubricant account and customers of Chevron Philippines Inc (CPI) and Chevron Singapore Pte Ltd (CSPL). Accepts immediate ownership of inquiries and assumes advocacy role in resolving order to cash inquiries and concerns. Accountable for timely resolution of issues within service level agreements and compliance parameters.
• Responsible for processing refines and lubricant orders received thru phone and email accurately and on a timely manner. Ensure orders not accepted and delayed deliveries are communicated to the appropriate parties. Works with the different business units including but not limited to Retail, C&I, Lubricants, Pricing, Credits and T&O in resolving customer inquiries and concerns. Utilize various applications available to assist customers, gather data and resolve issues. Handle customer inquiries regarding credit violations, available balance and rebates. Monitor and analyze daily open orders and coordinate with Business Consultants impact to credit standing of accounts. Handle inquiries on promotions and station operation concerns.
• Executes other processes as deemed necessary including generation of Auto Replenished accounts daily sales, back-order reports, material safety data sheet requests, waste oil delivery and return of pallets inquiries, reprinting of package delivery note, service stations contact list maintenance. Handle request for statement or invoices. Handle and coordinate prospective customer inquiries.
• Responsible for Self-help channels (Chevron Business Point, StarCard Online) Level 1 Support: Manage Self Registration, password reset, access problems, link out to other application is successful but having problems with application. Provides CBP O&A training to Business Consultants and customers. Coordinates tickets for CBP issues.
• Participates in developmental activities including business knowledge trainings, new processes and systems trainings.
• Identifies, documents and shares best practices between immediate team regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to customers. Participates with fellow MDSC colleagues and Supervisors to achieve efficiency goals, team objectives and overall MDSC business goals and objectives.
  
  

Required Qualifications

• Bachelor's Degree in business-related courses or equivalent degree
• Proficient in the use of MS Office applications
• Good oral and written communication skills.
• Strong interpersonal, organizational, analytical and problem-solving skills
• Can deliver effective presentations across a multi-cultural customer base
  
  

Relocation Options:

Relocation will not be considered within Chevron parameters.

International Considerations

Selected candidate will work in the Philippines under the local payroll system and benefits.

Working with us   

There are two Chevron companies operating in the Philippines: Chevron Holdings Incorporated (CHI) and Chevron Philippines Incorporated (CPI).  

CHI is a shared services center providing transactional, processing, and consulting services in the areas of finance and accounting, information technology, supply chain management, human resources, downstream customer service and marketing. Established in 1998, CHI serves Chevron affiliates in six continents around the world. Over the years, it has grown to be one of the leading members of the shared services industry in the Philippines. 

CHI has received various recognitions as a top employer: the 2022 Diversity Company of the Year, 2021 Asia’s Best Employer Brand Award; 2021 Global Best Employer Brand Award; 2020 HR Asia Best Companies to Work for in Asia; 2019 Circle of Excellence, Top Employer Category at Asia CEO Awards and the 2018 Wellness Company of the Year at the same Asia CEO Awards.   

CPI markets the Caltex brand of top-quality fuels, lubricants and petroleum products through a network of service stations, terminals and sales offices. 

At Chevron, we are committed to fostering diversity and inclusion at all levels of our company and at all stages of the employee experience. We constantly strive to attract, develop and retain diverse Filipino talent.  Globally, Chevron Corporation has achieved a rating of 100 percent in the Human Rights Campaign Equality Index for the past 17 years. The Index ranks American companies based on their commitment to equality in the workplace. 

Benefits

• Competitive salary  
• Allowances, medical and optical reimbursements   
• Health care coverage for you and your eligible dependents   
• Robust employee centred programs for health and wellness  
• Time-off to promote healthy work-life balance or to care for your family  
• Annual corporate incentive bonus when the company meets established goals  
• Recognition & awards program  
• Long-term savings plan  
• Life insurance  
• Career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups 
• Hybrid work model - work remotely from home several days a week 
  
  

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