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Customer Operations Specialist

Operations and admin
Full-time
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Cyberjaya, Selangor

About The Job

The Customer Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat and social media engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution

  • 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 

  • 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 

Job Requirements

  • Candidate that is able to converse in Cantonese would be highly considered! 
  • Degree holder within any field 
  • Fast learner and result-oriented 
  • Experienced within customer service industry  
  • Strong communicator in English  
  • Knowledge in reading  & writing simplified Chinese as well as Cantonese speaking will be an added advantage. 

Our Culture

ABOUT US

Shell Business Operations (SBO) jobs form the operational backbone of our business, that are focused on delivering our global operations in Finance, Human Resources, Customer Operations, Supply Chain (Order-to-Delivery), Contracting and Procurement, Legal Services Global Operations and Creative Solutions.
 
Your career at SBO will enable you to achieve your development goals while working as part of a vibrant and motivated team, dedicated to help shape Shell’s purpose of providing more and cleaner energy solutions to the world. Here, you will have the remarkable opportunity to experience different business areas, develop a fulfilling career within the energy industry, and to see the impact of your work across our global business.
 
We’re looking for qualified candidates with the drive to take ownership of their role within a challenging and professional environment. Whether you are a student, a graduate or an experienced professional, discover the impact you could make with a career at Shell.
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