Customer Operations Specialist (Spanish)

Where: Manila (Philippines)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish

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). The Customer Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat and social media engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.

Principal Accountabilities:

  1. Customer Enquiries
  • Handle a range of front line 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
    • Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership
  • Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
  1. Loyalty Management
  • Manage the Retail Loyalty Customer Experience
  • Handle 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
  1. Process and Administrative Work
  • Acquire 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


  1. Digital and Touchless Support
  • Support Shell’s 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 livechat 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

Strong Digital Communication Skills

  • Being a Digital Native and understanding of the digital cultures and the ability to navigate and work in the digital environments
  • Awareness of the Shell brand and tone of voice
  • Strong customer-oriented communication skills
  • Excellent standard of written English and detail orientated
  • Social media community management and social relationship building skills, able to recognise audience and top contributors/top sharers
  • Creative and adaptable to customer to ensure adaptive personalised responses.
  • Ability to learn new technology quickly, ability to quickly adapt to and be an early adopter to new social media platforms
  • Decision Making skills, confidence and ability to make decisions and judgement of tone on social media.

Social Media Presence

  • Communicates primarily through digital across a wide variety of platforms (Twitter/Facebook/Snapchat etc)
  • Maintain an active presence in public facing social media channels (not just a Facebook profile)
  • Knowledge and understanding of online communities with a preference of individual being active in online communities – blogger, forum mod or similar
  • Someone who has good working knowledge of internet culture. Memes, acronyms, gifs, etc.

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