Front Line Advocate

Chevron Holdings Inc. (CHI) is a pioneer and leading multi-function Shared Services Center in the Philippines located in Makati City. With a workforce of more than 1,000, CHI delivers business services and solutions in areas such as finance, human resources, procurement, marketing support and information technology.

Global Service Center Overview: 

The Chevron Global Customer Service Center is a team of 400 Customer Service Center & Technology professionals, spread out in 17 countries across the globe which provides a cost-effective, effortless, and digitally enabled experience for our internal partners and external customers as they engage with Chevron across the globe.

Our Manila location is composed of 250 employees composed of supervisors, team leaders, subject matter experts and customer service representatives. We provide support to different regions where Chevron has a presence. Established in 2006 we pride ourselves in promoting the Chevron values of integrity, trust, diversity and inclusion, safety.

Chevron is accepting online applications for the Front Line Advocate position. 

Responsibilities for this position may include but are not limited to:

• Critical primary point of contact for US Marketers and Retailers. Accepts immediate ownership of inquiries and assumes advocacy role in resolving issues on their daily business transactions. Accountable for timely resolution within service level agreements and compliance parameters.

• Customer Advocacy is to take the customers issue through the internal Chevron processes and groups as required through to appropriate issue resolution. In some instances, issue resolution will go beyond the communicated expectation or the determined service level, in these instances pro-active communication is required.

GENERAL BUSINESS:

• Process credit and re-bills; invoice inquiries and disputes

• Process Product Volume allocation, freight diversion, terminal out of product notice

• Provide help to Marketers when they are having difficulty loading fuel products from the terminal due to various factors including lack of product supply at the terminal and Marketers reaching their maximum allowed load within a specified day

• Handles inquiries on System outages

• Provide first level technical support on Chevron Business Point, including user registration

• All other business transaction concerns of the Retailers and Marketers

• Process order of brand POP advertising materials

CREDIT CARD PROCESS

• Provides expertise on Chevron card acceptance policies and procedures which details the requirements on Credit card, debit card, gift card, fleet card, and business card processing.

• Assists retailers on settlement problems encountered in a credit card transaction

• Analyzes credit card batch out of balance and reconciles credit card station batch details against transactions received by Chevron.

• Provides credit card batch information

• Processes request for credit memo

• Provides credit card transaction details to retailer

• Analyze credit card chargeback’s to retailers

• Respond to inquiries pertaining to hardcopy document requests

• Simultaneously utilizes multiple system applications to assist customers, gather data and resolve customer issues (SFDC, SAP, Internet, On Demand, CASS, Tandem, CBP, TAR, and Microsoft Office). Clearly articulates case symptoms, issues and case resolutions by updating case management system and customer notes within developed guidelines.

• Interfaces with Manila Credit Card Accounting, Buenos Aires Terminal Accounting and US based internal Chevron teams (COED, Credit, Supply and Business Consultants) to handle financial reconciliation and customer issue resolution for all US Merchant Funded Credit Card activities and other general business activities.

• 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 Marketing customers. Participates with fellow Customer Advocates and RMC Supervisor to achieve efficiency goals, team objectives and overall RMC business goals and objectives.

• Partners with other internal business and Credit Card groups to recommend, develop and implement new or improved processes for handling merchant funded credit card and general business activities. Responsible to report-out trends, resolution updates, or process improvements to RMC Supervisor.

• Participates in highly varied training classes on Operational Excellence, Safety, new credit card guidelines, programs and offerings, i.e. MS-218 updates, systems training, resolution changes, and brand programs.

• Participates in Incident reporting investigations, both for Safety and Business Processes, as appropriate.

Required Qualifications:

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

• Proficient in the use of MS Office applications

• Reliable and with excellent attendance. Demonstrates strong customer service ethic

• Worked in customer disputes function and financial reconciliation function.

• Good oral and written communication skills.

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

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

• Open to night shift work schedule

Preferred Qualifications:

• Experience in credit card industry and/or service gas station experience

• Experience in providing phone support to customers

• Experience in handling US business partners

• SAP experience