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Customer Specialist - French Speaker
xpatjobs | Location:Makati , Kalakhang Maynila
| Country:Philippines
| , PhilippinesJob Family Group:Commercial and RetailWorker Type:RegularPosting Start Date:Business unit:Experience Level: Early CareersJob Description: Job Purpose: This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital).Principal Accountabilities:1. Customer EnquiriesHandle a range of frontline Customer enquiries within the agreed processes and ways of working, including:Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required.Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes2. Loyalty ManagementManage the Retail Loyalty Customer ExperienceHandle transaction queries, self-serve queries and general loyalty related enquiries.Process Customer loyalty registration and personal data management, channel preference modification.Perform compliance checks on fraud and manual data quality control.Support the redeeming and transferring of Customer Loyalty points.Manage the lost/stolen/forgotten cards process.Resolve Loyalty complaints.3. Process and Administrative WorkAcquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system.Collaborate with third party logistics companies.Liaise with internal interfaces within the agreed processes and ways of working.4. Digital and Touchless SupportSupport Shells Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application.Support social media platforms responding to Customers queries taken through these channels with an appropriate tone and within the limited characters.Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application.Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.Language Requirement:French Language Proficiency - B1Customer Language Proficiency (at least 1 if multiple language business) C1English Language Proficiency B2Other Skills & Experience:Bachelors degree preferred (Business related major) or equivalent experience.Previous experience in Customer service or operationsPossess a strong Customer service ethic and ability to understand, meet and champion the Customers needs, while staying within the policies and proceduresAble to act as a Shell Brand Ambassador in a voice of Shell role with Live Chat and social media platforms.Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.Able to demonstrate resilience and patience, especially when interacting with challenging Customers.Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.Able to demonstrate a continuous improvement mind-set.An Innovative place to workTheres never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain peoples lives for more than a hundred years, Shell has become one of the worlds leading companies.Join us and youll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.An Inclusive place to workShell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone from our employees, to our customers, partners, and suppliers feels valued, respected, and has a strong sense of belonging.To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment one where you can express your ideas, extend your skills, and reach your potential.Were closing the gender gap whether thats through a |
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