Customer Service specialistConnected Freight Solutions Philippines, Inc. (a company within the Shell Group)

The Customer Service Specialist is responsible for being the first point of contact of the customers serving as intermediary role representing Connected Freight on the Order-to-Delivery Journey forming a critical part of the Customer Fulfillment Cycle. The Customer Service Specialist provides high quality frontline support to potential and existing Connected Freight retailers and suppliers. The Customer Service Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience.
1. Customer Inquiries and Support Management
Handles and resolves all inquiries received within the service level agreement
Escalates all necessary transactions that involve a higher tier decision-making and/or processing
Ensures proper documentation of all transactions handled
Takes ownership for the end-to-end customer inquiry and troubleshooting which may require engaging other partners across the service chain
Proactively calls customers to manage Order-To-Delivery issues and Order-To-Delivery Schedule Support Service
Provides change information of planned deliveries to involved parties (i.e. retailers, suppliers, etc.)
2. Claims Handling and Dispute Management
Assesses the risk, validity, and gravity of the escalated claim
Manages the end-to-end Dispute process for Quantity, Pricing, and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes.
Closes the loop with Customer on case outcome and confirm closure of case
Identifies and executes the correct process to provide resolution on the claim based on standard operating procedures
Maintains expected Service Level Agreement on a specific claim
Confirms satisfaction as to how disputes/claims are handled
Provides frontline business, process, and technical support to customers for Connected Freight systems (i.e. Retail Kiosk, Supplier Interface, etc.)
3. Customer Satisfaction and Engagement
Carries out joint and solo visits (with knowledge of Business Development/as required) to new and existing customers providing technical assistance to generate sales opportunities, with both existing and new products
Adopts a Customer 1st mindset to deliver an exceptional customer end to end experience and identifies opportunities to improve the customer experience
Ensures customer satisfaction through after sales outbound calls as follow up from initial engagements and during the hypercare period
Analyzes feedback collected from customers and Business Partners and identified specific area which required further improvement/guidance in that month.
Supports the Connected Freight Team, as applicable, with ad hoc administrative activities necessary to setting up meeting, business reviews, etc.
4. Customer Onboarding and Admin
Leads data gathering and collection - coordinates with customer regarding customer information such as product details, business documents, etc.
Validates and prepares data to ensure completeness of all client information before hand-over to Customer Success Specialist - Retail
Coordinates Shell Retail Business Operations and Operations for go-live - ensures proper communication between relevant team members prior to go-live of new customers
Keeps and updates records on all customer data and customer information
Manages documents and ensures that all business documents are up to date for customers under Business Development
5. Other tasks which may be assigned.
Requirements
A Bachelor's degree in any business-related course
Open to fresh graduates
Proficiency in Computer Applications (MS Office)
Good communication skills