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Customer Service Specialist
Mar 07, 2019
Salary: Negotiable
Experience 0.0-5.0 years
Job Category Oil and Gas Support Jobs
Employment Type Full time
Industry Oil & Gas
Skill Customer Service
Role Other Oil and Gas Support Jobs
Designation Other
Education B.Sc,BCA
No. of vacancies 1
About Company

We’re one of the world’s leading integrated energy companies producing safe, reliable energy now and for the future. Our success is driven by our people and their commitment to getting results the right way – by operating responsibly, executing with excellence, applying innovative technologies and capturing new opportunities for profitable growth.

Job Description

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

  • The critical primary point of contact for Retail, Commercial & Industrial (C&I), Lubricant and StarCard accounts and customers of Chevron Philippines Inc (CPI), and Chevron Singapore Pte Ltd (CSPL)
  • Processes refines and lubricant orders accurately and in timely manner
  • Handles set-up, maintenance and update of StarCard customer accounts
  • Handles customer inquiries for Order-to-Cash on credit concerns (eg. available balances and rebates), pricing, invoices and delivery status; StarCard queries including basic troubleshooting of POS, card and account maintenance and status (eg. change in card limit, activate/deactivate card, PIN reset, etc), SOA/basic reconciliation, merchant reimbursement
  • Works with different business units including but not limited to Retail, C&I, Lubricants, Card Marketing, Pricing, Credits, Transportation & Operation (T&O) in resolving customer issues and concerns. Is accountable in timely resolution of issues within service level agreements and compliance parameters
  • Executes other processes as deemed necessary including generation of Auto-Replenished accounts daily sales, back order reports, material data sheet requests, waste oil delivery and return of pallets inquiries, reprinting of package delivery note, service station contact list maintenance, coordinate prospective customer queries.
  • Utilizes multiple applications available to assist customer queries, gather data and resolve issue (Order to Cash - SAP, SFDC, Intranet, CBP; StarCard - Base 24, IFCS, SFDC, SCOL)
  • Handles Level 1 support for Chevron Business Point (CBP) and StarCard Online (SCOL); responsible for monitoring and responding to Caltex Website Contact Us page and Social Media such as Facebook and Twitter
  • Supports Loyalty Program in terms of handling inquiries and complaints from Retail stations, escalating and coordinating with Retail Partnership Specialist, Automation, Loyalty Partner, and 3rd party vendor handling card terminals in resolving issues and concerns. Analyzes and sends out Fraud report to Retail sites as deemed appropriate. Attends and participates in Loyalty related activities and roll-outs such as Retail Roadshows and STARS training.
  • Supports Brand activities: (1) local and national promotion in terms of conducting site readiness validation, handling queries, issues and complaints from service stations and end users and coordinating with Brand team, Co-Brand partner as applicable, Automation, and Marketing Programs; (2) managing of Social Media and Contact Us Page by responding to queries and complaints in timely manner and coordinating with relevant parties such as Brand, Legal, PGPA, Retail sites, Business Consultant and Digital Media Partner.
  • Responsible for resolving customer complaints received against the Service Center or other departments; against Service Station staffs, products, services and facilities; against damaged or missing products; against defective and malfunctioning equipment and other customer complaints
  • Contributes in process improvements
  • Other task/s which may be assigned

Required Qualifications:
  • Bachelor's Degree in any business-related course
  • Good in oral and written communication
  • With analytical and problem solving skills
  • Can multi-task and can work independently
  • With good attendance record
  • Open to be assigned to any shift and to work on weekends as needed by the business
  • Must be a good team player

Preferred Qualifications:
  • Knowledgeable in SAP
  • Proficient in Microsoft Excel

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.

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