Customer Service Specialist

Total Number of Openings

1

Interacts with clients to provide support with billing requests, information requests, suggestions, and complaints.

• Starcard and StarCash Support. Responsible for the set-up, maintenance and update of Chevron Philippines Inc (CPI), StarCard customer account and card data information, pin verification and reset, blocking and reactivation of account, card replacement, and account closure/termination of Starcard users. Handles Starcard general inquiries including basic trouble shooting of Point of Sale (POS), pricing and card fees, refunds, discounts and reversals. Attends to Starcard users request, account balance information, statement of account copies, additional card orders and vehicle odometer resets. Responds to Starcard merchant inquiries regarding payment and reimbursement of their accounts, processing of suspended and manual transactions and coordinates customer’s requests for sales slip retrieval to service stations. Responsible for handling new applications including conducting of Denied Party Screening (DPS) of StarCard accounts.

• Handles StarCard Online (SCOL) registration of new users/customers, answers web queries and complaints of registered and non-registered customers and provides general support to all Starcard online users. Generates various Starcard reports.

• Order to Cash. Critical primary point of contact for Retail, C&I and Lubricant account and customers of Chevron Philippines Inc (CPI) and Chevron Singapore Pte Ltd (CSPL). Accepts immediate ownership of inquiries and assumes advocacy role in resolving order to cash inquiries and concerns. Accountable for timely resolution of issues within service level agreements and compliance parameters.

• Responsible for processing refines and lubricant orders received thru phone and email accurately and on a timely manner. Ensure orders not accepted and delayed deliveries are communicated to the appropriate parties. Works with the different business units including but not limited to Retail, C&I, Lubricants, Pricing, Credits and T&O in resolving customer inquiries and concerns. Utilize various applications available to assist customers, gather data and resolve issues. Handle customer inquiries regarding credit violations, available balance and rebates. Monitor and analyze daily open orders and coordinate with Business Consultants impact to credit standing of accounts. Handle inquiries on promotions and station operation concerns.

• Executes other processes as deemed necessary including generation of Auto Replenished accounts daily sales, back-order reports, material safety data sheet requests, waste oil delivery and return of pallets inquiries, reprinting of package delivery note, service stations contact list maintenance. Handle request for statement or invoices. Handle and coordinate prospective customer inquiries.

• Responsible for Self-help channels (Chevron Business Point, StarCard Online) Level 1 Support: Manage Self Registration, password reset, access problems, link out to other application is successful but having problems with application. Provides CBP O&A training to Business Consultants and customers. Coordinates tickets for CBP issues.

• Participates in developmental activities including business knowledge trainings, new processes and systems trainings.

• Identifies, documents and shares best practices between immediate team regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to customers. Participates with fellow MDSC colleagues and Supervisors to achieve efficiency goals, team objectives and overall MDSC business goals and objectives.

Required Qualifications:

• Bachelor's Degree in business-related courses or equivalent degree

• Proficient in the use of MS Office applications

• Good oral and written communication skills.

• Strong interpersonal, organizational, analytical and problem-solving skills

• Can deliver effective presentations across a multi-cultural customer base

Chevron participates in E-Verify in certain locations as required by law.

Makati City, Metro Manila

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