job page

Team Lead, Customer Service Center
May 13, 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 Team Leader
Education High School Diploma
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: 

Leadership and Supervision: 

  • Provides leadership for the operations including planning, coordination and oversight of the work group's activities, developing and deploying the team's business plan, including strategic initiatives and metrics.
  • Ensures adequacy and optimal deployment of team's resources, including staffing requirements
  • Steward daily team operations such as but are not limited to:
  • Responding and resolving customer/account calls, fax and emails in relation to the end-to-end Order to Cash processes for Fuel (Retail and C&I)
  • Handling of StarCard account & card maintenance, transaction inquiries and other concerns
  • Responding and resolving consumer calls, fax, and emails pertaining to service station operations, fuel quality, pricing etc.
  • Reviewing and escalating to the Credit Department customers with blocked account and credit violations
  • Maintaining desk guides and other work process documentation
  • Manage outbound call requests
  • Manage call review process
  • Chevron Business Point (CBP) first level support
Performance Management:
  • Build and maintain a skilled, committed and high-performing work team
  • Facilitate direct reports' ePMP commitments thru coaching and applicable interventions (i.e. training, work assignments, etc) to sustain/improve performance and develop skills/capabilities
  • Regularly review performance against metrics to improve decision-making and promote organizational learning

Safety and Compliance 
  • Champion's incident free operations by proactively creating a safe culture in the workgroup through the active stewardship of LPS and active usage of available tools
  • Ensures all team members are actively participating in the company's Safety and OE Programs
  • Maintains a sound system of internal controls and ensures that processes, procedures, and controls are in place to maintain records that comply with Chevron standards, regulatory requirements and policies
Process Improvement 
  • Initiates, leads and participates in process improvement efforts and works with other groups to achieve overall improvement and process standardization of local and regional end-to-end processes
  • Provides expert process stewardship for the different areas of team operation as he/she may be required to handle certain processes as the need arises
Required Qualifications: 
  • Good in spoken and written English, Chinese/Cantonese and Bahasa communication.
  • Ability to engage internal and external stakeholders at all levels.
  • Ability to flex to different personalities and effectively work with a diverse group of people.
  • Promotes inclusion and open communication in the workplace.
  • Passion in developing others.
  • Reliable, team player and self-motivated

Similar Jobs