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Job Description:
What’s the role
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to grow their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to deliver the best customers’ experience with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
What you’ll be doing
As a Customer Success Specialist, you will take full ownership of a customer portfolio, drive accountability, demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
- Deal Management – you will be responsible for end-to-end bid and tender processes, contract management, pricing, and master data maintenance. Ensures data accuracy and integrity while strictly enforcing company’s policy, contracts, and regulatory compliance.
- Order to Cash – this includes Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships and creating partners/customers for life as well as understand customer’s issues to drive resolution and improvements.
- Sales Support – you will manage existing customer portfolio, manage customer relationship virtually, analyse P&L reports and identify areas of underperformance. You will also champion the SPANCOP sales process with a strategic mindset, manage key sales process steps as agreed with respective business and provide data-driven sales recommendation.
What you bring
The ideal candidate should demonstrate strong potential in communication, customer focus, and analytical thinking.
Qualifications & Skills:
- Bachelor’s degree in Business, Marketing, Economics, and Engineering or any related field
- Good working proficiency in English (written and verbal)
- Strong communication skills with the ability to engage and collaborate with different stakeholders
- Basic knowledge or exposure to data analytics and digital tools (e.g., Excel, Power BI, Salesforce, or other CRM platforms)
- Interest in customer relationship management and delivering positive customer experiences
- Understanding or willingness to learn customer-centric design principles
- Strong attention to detail, especially when handling data and ensuring compliance with standards
- Analytical mindset with an interest in understanding business processes and value chains
Key Attributes:
- Customer-focused mindset with a willingness to learn customer success practices
- Proactive, with the ability to identify opportunities for process improvement and efficiency
- Organized and detail-oriented when managing data and documentation
- Eager to learn contract management concepts and business operations
- Demonstrates accountability, initiative, and a growth mindset
Schedule (Manila Time): 8pm to 5am, 10pm-7am, 11pm-8am
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 values-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 considered to be among the best in the world.
- Take advantage of paid parental leave, including for non-birthing parents.
- Join an organisation working 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 programmes.
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.
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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