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What’s the role
This role is a key part of the Order-to-Delivery journey, delivering high-quality, customer-facing support as part of the Retail End-to-End Integrated Team (serving the General Public and, where applicable, Loyalty and Digital customers).
The Customer Operations Specialist – Loyalty is responsible for representing the company professionally by delivering an exceptional customer experience across multiple channels, including phone, email, ticketing systems, live chat, and social media.
The role requires effective communication, value-driven customer interactions, and efficient issue resolution to ensure high levels of customer satisfaction and loyalty.
What you’ll be doing
Customer Enquiries
- Manage a wide range of frontline customer enquiries in accordance with established processes, service standards, and ways of working.
- Take ownership of customer complaints, feedback, and compliments related to Integrated Retail B2C services, coordinating with internal teams and service partners to ensure timely resolution.
- Respond to customer enquiries regarding promotions, third-party offers, gift deliveries, balance enquiries, and premium membership programs.
- Resolve logistics-related enquiries within agreed service levels, escalating issues when necessary and collaborating with relevant service providers to achieve positive customer outcomes.
- Deliver exceptional customer service through professional, accurate, and timely communication across all customer touchpoints.
Loyalty Management
- Manage and enhance the Retail Loyalty customer experience across all interactions.
- Handle transaction-related enquiries, self-service support requests, and general loyalty program questions.
- Process loyalty program registrations and maintain customer profiles, including personal data updates and communication preference changes.
- Conduct compliance reviews, fraud checks, and manual data quality verification to ensure program integrity.
- Support customers with loyalty point redemption and transfer requests.
- Administer processes related to lost, stolen, or forgotten loyalty cards.
- Investigate and resolve customer loyalty complaints efficiently and professionally.
Process & Administrative Support
- Develop and maintain a comprehensive understanding of internal systems, their functions, and interdependencies.
- Support Data Integrity Management by ensuring accurate, complete, and timely customer data entry, promoting a "right-first time" approach.
- Collaborate effectively with third-party logistics providers and external partners.
- Liaise with internal stakeholders and cross-functional teams in line with established processes and operational requirements.
- Contribute to continuous improvement initiatives aimed at enhancing operational efficiency and customer experience.
Digital & Self-Service Support
- Support customers across digital channels while proactively promoting self-service solutions and increasing awareness of available tools on Shell's website and mobile application.
- Manage customer enquiries received through social media platforms, ensuring responses are professional, engaging, and aligned with brand guidelines.
- Provide support through digital live chat channels for customer enquiries originating from both the website and mobile application.
- Leverage business and process expertise to support user acceptance testing (UAT), system upgrades, and projects requiring operational input and customer service insights.
- Champion digital adoption and touchless customer solutions to improve customer convenience and operational effectiveness
What you bring
Language Proficiency
- Customer Language Proficiency: C1 level (minimum requirement for multilingual business operations).
- English Language Proficiency: B2 level or higher.
Qualifications and Experience
- Bachelor’s degree in business, Communications, Marketing, or a related field, or equivalent professional experience.
- Previous experience in customer service, customer operations, contact centers, or related operational roles.
- Proficient in Microsoft Office applications and familiar with social media platforms such as Facebook, X (Twitter), and other digital engagement channels.
Key Skills and Competencies
- Strong customer-centric mindset with the ability to understand, anticipate, and meet customer needs while adhering to company policies and procedures.
- Ability to represent Shell professionally as a Brand Ambassador, effectively serving as the "Voice of Shell" across live chat, social media, and other digital channels.
- Demonstrates a willingness to learn, accept coaching, and embrace feedback to continuously improve performance.
- Resilient, patient, and composed when handling complex situations or challenging customer interactions.
- Excellent communication skills, with the ability to engage professionally, accurately, and effectively through written correspondence, telephone conversations, live chat, and social media platforms.
- Strong attention to detail with the ability to manage multiple tasks while maintaining high standards of quality and accuracy.
- Demonstrates a continuous improvement mindset and actively contributes to process enhancements and customer experience initiatives.
- Capable of adapting to cha
What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.
- Progress as a person as we work on the energy transition together.
- Continuously grow the transferable skills you need to get ahead.
- Work at the forefront of technology, trends, and practices.
- Collaborate with experienced colleagues with unique expertise.
- Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
- Benefit from flexible working hours, and the possibility of remote/mobile working.
- Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.
- Take advantage of paid parental leave, including for non-birthing parents.
- Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
- Grow as you progress through diverse career opportunities in national and
- international teams.
- Gain access to a wide range of training and development programs.
We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.
Shell Business Operations Manila
Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.
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DISCLAIMER:
Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.