Customer Success Specialist (Cantonese speaker) null

About Shell

Shell is a global group of energy and petrochemical companies. Shell uses advanced technologies and take an innovative approach to help build a sustainable energy future.

Your Role

This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Accountabilities:-

Card Order and Account Management:-

• Create, replace and cancel the card as required.
• Update and amend card settings including product, velocity, and other details.
• Manage the delivery of orders – take ownership of delivery status inquiries and troubleshooting.
• Manage account master data amendments and inquiries.
• Liaising with other stakeholders such as sales, marketing, credit, and other service partners on various services.

Credit Management:-

• Handle credit-related inquiries including payment methods & allocations, refund/write-off, and credit requirements for credit assessment.
• Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade, and dormant accounts.

General Inquiries:-

• Handle New Business – Provide end-to-end guidance for potential new customers to apply for accounts with Shell.
• Marketing campaign – To handle and resolve all queries relating to marketing activities.
• Transaction at the station – Troubleshoot and resolve the transaction-related issues at the station which may be due to various reasons.

Dispute Management:-

• Own the end-to-end disputes process, which includes logging of disputes, undertaking initial investigation, and liaising with relevant service partners to resolve disputes. Close the loop with the customer on the case outcome and confirm the closure of the case.

Feedback and issues:-

• Manage customer complaints, feedback, and compliments. Liaise with resolution owners and other service partners as required.
• To perform service recovery to ensure corrective and preventive measures are taken before closing the loop with customers.

Online Service Support and Setup:-

• Support and proactively encourage uptake and utilization of online services.
• Act as first-level support for system interface issues and errors.
• Guide customers for online system navigation.
• Assist in online services registration for system-to-system setup with existing customers.
• Assist to set up a new user and amend existing user details in the online system.

Trainings, development & rotation

• Shell gives their employees the support and training to grow and develop, because they recognise the crucial part every employee plays in success.
• They offer employees valuable educational resources. There is an emphasis on personal development with potential-based career development. They have a performance appraisal cycle and a range of development tools that employees and their line manager review on a regular basis.
• They offer both internal and external training programmes and have a range of formal leadership programmes that may include international training opportunities.
• Their technical and leadership development programmes are recognised as industry leading.
• Shell Open University is our online learning portal.

Salary & benefits:

The average salary for a Customer Success Specialist is MYR 42,000 per year.

Benefits:-

• Health Insurance.
• Dental Insurance.
• Vision Insurance.
• Prepaid Legal.
• Long-term Disability Insurance.
• Accidental Death & Dismemberment Insurance.
• Temporary Disability Insurance.

Career Progression 

At Shell a range of programs and training that focuses on developing essential skills (e.g., stakeholder management, communication or creative and innovative thinking) for personal and professional effectiveness. Also a series of leadership training, engagement and networking events, coaching and mentoring as well as deep dive sessions for the leaders across the region.

Work Life Balance 

Work Life balance is rated as 3.9/5.0 according to ambition box. Shell values its employees and strives to provide the best for them.They constantly provide opportunities for our employees to develop and upskill themselves.Also provide a vibrant working environment to promote a fun and collaborative work culture. It is also considered Fast-paced and exciting workplace. A place to learn and gain more skills as the company allows employees to explore new marketing techniques. A good place to start for all Fresh Graduates.

Culture & Vibe

Shell Malaysia is one of the first employers in Malaysia to implement diversity and inclusion (D&I), and today, they continue to promote the D&I integration into our operations and culture. The levers they use to progress and embed D&I include communication, education, recruitment, development and mentoring, and building a supportive and inclusive work environment. Shell openly share their policies and implementation approach with other employers in Malaysia to help advance the D&I agenda. 

Their efforts are underpinned by targeted metrics that monitor progress e.g. the representation of women in senior leadership, the diversity of nationalities and our D&I Indicator across our work environment via the annual People Survey.

About you

• Minimum Bachelor’s degree (CGPA 3.0 and above) in any field of study.
• Possess strong leadership and teamwork-based experience.
• Fresh graduates with less than 1 year working experience.
• Strong proficiency (read/write/speak) in English and Cantonese (supporting Hong Kong market)