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Customer Support Specialist

Date: Mar 20, 2017

Location: Makati, NCR (Manila), Philippines

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Chevron is one of the world's leading energy companies, with approximately 60,000 employees working in countries around the world. We explore, produce and transport crude oil and natural gas; refine, market and distribute fuels and other energy products; manufacture and sell petrochemical products; generate power; and develop future energy resources, including biofuels and geothermal energy. To learn more, visit the Explore Chevron website.

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.

Chevron is accepting online applications for the position of Customer Support Specialist located in Makati City, Philippines through April 7, 2017 PM.

 

 

May be assigned to any team of Manila Downstream Shared Services (MDSC) providing voice support

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

Customer Service Team

  • The critical primary point of contact for Retail, Commercial & Industrial (C&I), Lubricant and StarCard accounts and customers of Chevron Philippines Inc (CPI), and Chevron Singapore Pte Ltd (CSPL).
  • Processes refines and lubricant orders accurately and in timely manner
  • Handles set-up, maintenance and update of StarCard customer accounts
  • Handles customer inquiries for Order-to-Cash on credit concerns (eg. available balances and rebates), pricing, invoices and delivery status; StarCard queries including basic troubleshooting of POS, card and account maintenance and status (eg. change in card limit, activate/deactivate card, PIN reset, etc), SOA/basic reconciliation, merchant reimbursement
  • Works with different business units including but not limited to Retail, C&I, Lubricants, Card Marketing, Pricing, Credits, Transportation & Operation (T&O) in resolving customer issues and concerns. Is accountable in timely resolution of issues within service level agreements and compliance parameters
  • Attends to/resolves Global Aviation and North America C&I customers’ requests, inquiries and disputes
  • Documents calls and emails in Salesforce (case management system)
  • Coordinates with various groups in Commercial Products supporting the Aviation and C&I business in the resolution of cases (ideal number of days to close a case should be between 3-5 working days)
  • Performs the necessary analysis and research in resolving difficult and critical cases

 

Retail Technology Support Team

  • Supports and resolves stores' Point-Of-Sales (POS) Systems issues related to hardware and software applications, assists store personnel with basic POS, printers, and pump issues
  • Tracks incidents, documents problems and solutions, and records all activity and communications
  • Guides Retailer or Retailer representative through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational
  • Provides training for procedural problems associated with terminal functionality
  • Resolves 90% ongoing problems through verbal instructions on corrective action
  • Initiates service dispatches to the various vendors of terminals
  • Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail
  • Monitors the resolution of the problem and status of the call, escalates issues as necessary

 

Retail Management Center Group

  • Critical primary point of contact for US Marketer and Retailer. Accepts immediate ownership of inquiries and assumes advocacy role in resolving issues, which may include issues on card transactions and general business problems. Accountable for timely resolution within service level agreements and compliance parameters.
  • Provides expertise on Chevron card acceptance policies and procedures which specify the details about requirements on credit card, debit card, gift card, fleet card, and business card processing
  • Assists retailers on inquiries related to settlement of credit card transactions and provides status of credit card transactions
  • Provides credit card batch information and credit card transaction details to retailer
  • Handles credit card chargeback disputes; facilitates credit memo request from retailers; and responds to inquiries pertaining to hardcopy document requests
  • Explains card industry practices and norms to retailers
  • Investigates fuel billing disputes; credit and rebills; freight diversions and other invoice inquiries or EFT inquiries
  • Provides first level support on Chevron Business Point, including user registration, user privileges and web navigation
  • Provides assistance to Marketers when they are having issues on loading fuel products from the terminal due to product allocation, supply outage and other related concerns.

 

 

Required Qualifications:

  • Bachelor's Degree in any field
  • Open to Fresh Graduates
  • Open to be assigned to any shift, including night shift and to work on weekends as needed by the business
  • Proficient in the use of MS Office applications
  • Good analytical and problem-solving skills
  • Can deliver effective presentations across a multi-cultural customer base
  • Good in oral and written communication
  • Can multi-task and can work independently
  • Can work with minimal supervision
  • Strong interpersonal skills

 

Preferred Qualifications:

  • 2 years' work experience in providing data/business processing support to customers is a plus
  • Knowledge in SAP is a plus

 

Relocation Options:

 

Relocation will not be considered within Chevron parameters.

 

International Considerations:

 

Selected candidates will work in Philippines under the local payroll system and benefits.
 

Regulatory Disclosure for US Positions:

 

Chevron is an Equal Opportunity / Affirmative Action employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.

 

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

 

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