Customer Operations Specialist

Shell Business Operations

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RM 2800 - RM 3100

Cyberjaya

Full-Time

Job Description

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.

Company Benefits

Medical Coverage

You, your spouse and kids are covered medically including hospitalization treatment, dental and optical!

Retirement Plan

We want to help you plan your retirement. That is why we will top up your EPF contribution by another 4% when you start with us!

Casual Attire

It's dress down day everyday!

Wellness Allowance

We encourage employees to stay healthy and how do we do it? Grab your favourite health equipment and let us pay for you!

Flexible Working Arrangements

Not feeling too well or your babysitter decided to take a day off? Keep calm and work from home!

Impactful Collaboration

YOU are an integral part of our success! The impact you make goes beyond just the business but to the communities we reach out to everyday

Additional Info

Experience Level

0 - 7 Years of Experience

Job Specialisation

Clerical, Administrative & Secretarial

Company Profile

Shell Business Operations

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.

Customer Operations Specialist

Shell Business Operations

RM 2800 - RM 3100

Cyberjaya

Full-Time

This job is no longer available