Customer Success Specialist (Mandarin) null

About Shell:

Shell has been a partner in fueling Malaysia’s progress for over 125 years. Our journey with the nation is intertwined – in as much as Shell has played a role in growing the country’s energy sector, Malaysia has also played a significant role in the company’s progress. Our business has diversified from a modest kerosene venture to a group of companies engaged in every aspect of the modern oil and gas business.

Today, Shell maintains a strong multi-faceted presence in the country through our longer-term investments, innovation-sharing, and impact on local communities.

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.

Training, development & rotations:

Shell Malaysia knows that an investment in your development contributes not only to your personal growth but also to the growth of the business. Shell gives you the support and training to grow and develop because Shell recognizes the crucial part every employee plays in the company's success.

Shell Malaysia offers employees valuable educational resources. There is an emphasis on personal development with potential-based career development. Shell has a performance appraisal cycle and a range of development tools that employees and their line managers review regularly.

Shell Malaysia offers both internal and external training programs and has a range of formal leadership programs that may include international training opportunities. The technical and leadership development programs are recognized as industry-leading.

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, we are committed to fostering an inclusive culture and creating opportunities for our diverse employees to thrive at work every day. You’ll have access to our resource system, which lists most jobs within Shell. With every opportunity to move up in the talent pipeline, you’ll get the help to manage your career and develop your skills. Depending on your location and role, you may get the chance to participate in overseas learning programs, as well as short and long-term international assignments. Move between roles in different parts of the business and have the opportunity to grow and nurture your expertise.

Work-life balance:

Monday to Thursday you will have to work full pace. Fridays are a different matter of enjoying quality time. It’s a working pattern no one would be surprised to see  Shell is rated 4.4 out of 5, based on 1.2k reviews by employees on Ambition Box.

Culture & Vibe:

The company culture fosters indecisive and incompetent leadership. Shell is poorly led from the top executive level down to the average middle manager. It is rife with cronyism because the focus is no longer on providing competitive products, but is instead focused on its public image and risk reduction alone.

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 of working experience.
• Strong proficiency (read/write/speak) in English, Bahasa Malay, and Mandarin.

How to apply:

To apply for the job just click the Apply on employer site button below and submit your resume and credentials. You’ll be asked for your personal information and why you want to work for us. We recommend you apply as soon as possible because we accept ongoing applications and offer positions on a first-come, first-served basis.

Sources:

https://www.glassdoor.com/Salary/Shell-Kuala-Lumpur-Salaries-EI_IE5833.0,5_IL.6,18_IM1100.htm