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Customer Succes Specialist


Shell
15 hours ago
Posted date
15 hours ago
N/A
Minimum level
N/A
Full-timeEmployment type
Full-time
OtherJob category
Other
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

Deal Management:
  • Permit Management: Accountable for end-to-end support for Permit/License acquisition required for site opening and operation.
  • Contract Management: Manage appropriate Contracts (Fuel / Non-fuel) for site opening, transfer, suspension, and closure of Retail sites as per MOA while ensuring company's policy and compliance according to MOA.
  • Wetstock Management: Maintain quantity and quality assurance. Collect Wetstock daily report to check for any red flags. Raise ticket to third-party to investigate and fix any discrepancy.

Order to Cash
  • Order Management: Provide end-to-end support for Lube orders
  • Touchless Support: Manage Shell Market Hub user profiles, provide troubleshooting and user support. Raise system related incidents and follow up on resolution.
  • Dispute management: Manage end-to-end dispute resolution starting from dispute request, coordinate with Territory Managers for investigation and liaise with Finance team for dispute resolution.
  • Customer Support: Advise Call Center Agents on issues that have been escalated until resolutions are finalized. Manage knowledge base and FAQs for Call Center Agents as future reference.


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

Job Qualifications:

• Bachelor degree in related fields as minimum

• Minimum 2 years of working experiences (A plus if you have background from Oil & Gas, FMCG industries)

• Good proficiency in English
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and Digital environment
• Demonstrated ability and commitment to manage customer experience and build Customer Success
• Knowledge of Customer Centric Design
• A good understanding of Commercial & Economic Acumen and Value Chain methodology
• The ability to lead Continuous Improvement and drive values for business
• Attention to details when dealing with Data Management and high focus on Compliance
• Proven experience in Contract Management

• Knowledge of Wetstock site operations
Related tags
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JOB SUMMARY
Customer Succes Specialist
Shell
Bueng Sam Phan
15 hours ago
N/A
Full-time

Customer Succes Specialist