Chevron Corporation Consumer Connection Center Specialist in Makati City, Philippines
Interacts with clients to provide support with billing requests, information requests, suggestions, and complaints.
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 Consumer Connection Center Specialist position.
The Consumer Connection Center manages all contacts from consumers visiting Chevron and Texaco Retail Stations in North America, and Caltex Stations in the Philippines and Australia. Consumers contact the Consumer Connection Center via the Chevron & Texaco Mobile App, the CaltexGO app, Caltex.com, Chevron and Caltex social media platforms, Chevron.com, toll-free telephony, e-mail, and letter. All consumer feedback is documented in Salesforce.com/CRM system and shared with internal business teams within Americas Products including Corporate Affairs, Loyalty, Brand, Card, Sales, Operations, and Technology. The position requires daily collaboration with these internal business teams.
Responsibilities for this position may include but are not limited to:
Responds, reads, and manages all correspondence received through phone, web to case, mobile app, and e-mail regarding concerns, inquiries and retail consumer experience in North America.
Technical support/troubleshooting for consumer mobile application use while purchasing fuel at a Chevron or Texaco Gas Station in the US.
Interprets consumer concerns and opens a formal case for complaints requiring an investigation and/or research and applies appropriate judgment to properly manage cases (triage) and determine the most suitable actions needed to achieve the optimal case cycle time and customer satisfaction.
Reviews the information provided by the consumer, working with the branded Chevron and Texaco Stations or Quick Lube Independent Business Owners and Chevron Field representatives through thorough and professionally written communications to resolve consumer complaints and inquiries.
Utilizes multiple computer applications to gather data and resolve customer issues (Salesforce.com, Internet, Chevron Business Point portal, and Microsoft Office)
Articulates case symptoms, issues and case resolutions by updating the case management system and customer notes within developed guidelines
Engages with other Service Centers and stakeholders, such as the Retail Marketing Center and Retail Technology Centers as well as other Support groups, Card Operations and Card & Authorization and alerting the Fuel Integrity team as deemed appropriate
Resolves other Contact Categories of SDS Requests, Consumer General Inquiry and Consumer Commendations within 48 hours through appropriate written communication and proper resolution.
Run Reports for Sales and other internal Business Partners as needed from Salesforce.com including consumer feedback collected over a period of time.
Bachelor's Degree in any field
At least 1 year experience doing customer support functions
Proficient in the use of MS Office applications
Can work with minimal supervision
Good oral and written communication skills
Technical support experience
Strong interpersonal, organizational, and leadership skills
Good analytical and problem-solving skills
Can deliver effective presentations across a multi-cultural customer base
Open to night shift and shifting work schedule and holidays
Relocation will not be considered within Chevron parameters.
Selected candidate will work in the Philippines under the local payroll system and benefits.
Working with us
There are two Chevron companies operating in the Philippines: Chevron Holdings Incorporated (CHI) and Chevron Philippines Incorporated (CPI).
CHI is a shared services center providing transactional, processing, and consulting services in the areas of finance and accounting, information technology, supply chain management, human resources, downstream customer service and marketing. Established in 1998, CHI serves Chevron affiliates in six continents around the world. Over the years, it has grown to be one of the leading members of the shared services industry in the Philippines.
CHI has received various recognitions as a top employer: the 2021 Asia’s Best Employer Brand Award; 2021 Global Best Employer Brand Award; 2020 HR Asia Best Companies to Work for in Asia; 2019 Circle of Excellence, Top Employer Category at Asia CEO Awards and the 2018 Wellness Company of the Year at the same Asia CEO Awards.
CPI markets the Caltex brand of top-quality fuels, lubricants and petroleum products through a network of service stations, terminals and sales offices.
At Chevron, we are committed to fostering diversity and inclusion at all levels of our company and at all stages of the employee experience. We constantly strive to attract, develop and retain diverse Filipino talent. Globally, Chevron Corporation has achieved a rating of 100 percent in the Human Rights Campaign Equality Index for the past 17 years. The Index ranks American companies based on their commitment to lesbian, gay, bisexual and transgender equality in the workplace.
Allowances, medical and optical reimbursements
Health care coverage for you and your eligible dependents
Robust employee centered programs for health and wellness
Time-off to promote healthy work-life balance or to care for your family
Annual corporate incentive bonus when the company meets established goals
Recognition & awards program
Long-term savings plan
Career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups
Hybrid work model - work remotely from home several days a week
Chevron participates in E-Verify in certain locations as required by law.
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.