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

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.

Requirements

Requirements:

  • Bachelor degree preferred (Business related major) or equivalent experience
  • Proficiency in English and Spanish language
  • Previous experience in Customer service
  • Experience in Microsoft Office
  • Strong Digital communication skills, and active social media presence as outlined above
  • Experience in using social media platforms including twitter/Facebook
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
  • Strong customer-oriented communication skills
  • Able 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 problem-solve independently, dealing with a range of uncommon queries
  • Able to demonstrate resilience and patience, especially when interacting with challenging Customers
  • Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems
  • 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
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