Project-Based Customer Success Specialist

What’s The Role

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits in Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from pricing set-up, processing or credit and debit memos, through order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

What You’ll Be Doing

As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role will be supporting for PH Market and will focus on the accountabilities below to help drive Customer satisfaction targets:

• Support for daily operational activities - Non voice and Voice customer interaction
• DM Acquiring Activities such as customer, retailer and system generation disputes
• New Business customer inquiries and documents assessment
• Support for daily operational activities – Mobility Pricing, processing of Credit and Debit Memos, and other customer account setup (Sales Contract Management)
• Various Reports required by the customer, Mobility business, Customer Operations team and the customers
• Sending of Communications to customers
  
  

What You Bring

Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.

We are also keen to explore individuals who have:

• Bachelor degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office, strong Microsoft Excel skills
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• Able to demonstrate interchangeable communication skills, by communicating effectively thru different channels
• Able to demonstrate a continuous improvement mind-set
  
  

What We Offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performancerelated salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.
  
  

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell Business Operations Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.