Chevron Corporation Customer Service Specialist in Makati City, Philippines
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, sales and marketing support and information technology.
Chevron is accepting online applications for the Customer Service Specialist position through January 27, 2022 at 11:59 p.m. PH Time.
Responsibilities for this position may include but are not limited to:
Order to Cash
Critical primary point of contact for Retail, C&I and Lubricants accounts and customers of Chevron Australia Downstream.
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 lubricants orders accurately and on a timely manner.
Ensures that orders and deliveries with issues are communicated to the appropriate parties.
Works with the different business units, including but not limited to, Retail, C&I, Lubricants, Pricing, Credits and Integrated Supply Chain in resolving customer inquiries and concerns.
Handles customer inquiries regarding delivery schedule, credit violations, available balances and rebates; requests for statement of account and invoices.
Monitors and analyzes daily open orders and coordinates with Business Consultants as appropriate; reviews customer order pattern and reports significant changes to ordering frequencies & volumes, and recommends appropriate action.
Utilizes various applications available to assist customers, gather data and resolve issues.
Executes other processes as deemed necessary including support for Auto Replenishment process, and looking for customers to place orders to maximize/optimize truck capacity.
Assists in resolving issues related to Unmanned Fuel Terminal sites.
General Inquiries and Complaints
Handles disputes, after sales issues and complaints, and commercial queries.
Coordinates prospective customer inquiries for Retail, C&I, Lubricants.
Responsible for resolving simple and complex customer complaints received against CSC or other departments; complaints against service station staffs, products/services or facilities; complaints against damaged & missing products; complaints against defective and malfunctioning equipment; complaints to station operation, and other customer complaints, including those reported via social media.
Participates in incident investigations, determines root causes, and identifies long term sustainable solution. Works with different business units as applicable in implementing solutions.
Initiates, leads, and participates in Lean Six Sigma and Process Improvement efforts. Works with other groups to achieve overall improvement and process standardization in local and end-to-end processes.
Supports and participates in programs, projects and initiatives led by the business or by the Global Customer Service Center, as assigned.
Participates in developmental activities including business knowledge trainings, new processes and systems trainings
Other task/s which may be assigned
Bachelor's Degree in any business-related course
Good in oral and written communication
With analytical and problem-solving skills
Can multi-task and can work independently
With good attendance record
Open to be assigned to any shift and to work on weekends as needed by the business
Must be a good team player
Knowledgeable in SAP
Proficient in Microsoft Excel
Relocation will not be considered within Chevron parameters.
Selected candidate will work in the Philippines under the local payroll system and benefits.
Why join Chevron (for external candidates only):
Chevron is one of the world’s leading integrated energy companies and has been doing business in the Philippines for more than 100 years
Chevron offers a competitive package and an opportunity to extend operational support for Chevron offices in five continents
Chevron provides career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups
Chevron is proudly recognized as an employer of choice, guided by a vision of diversity, inclusion and a commitment to equal employment opportunity
Chevron operates with the highest ethical standards and place the highest priority on the safety and health of its workforce and the protection of communities and the environment
Chevron advocates work-life balance, promotes a healthy behavior in the workplace, and offers employees access to various health and wellness programs
Chevron supports a work-from-home arrangement during the COVID-19 pandemic, subject to operational needs
Recruitment Process and Onboarding during COVID 19 pandemic
HR initial phone screening, virtual panel interview, job offer, medical assessment, onboarding and orientation.
Chevron participates in E-Verify in certain locations as required by law.
Chevron is one of the world’s leading integrated energy companies. We believe affordable, reliable and ever-cleaner energy is essential to achieving a more prosperous and sustainable world. Chevron produces crude oil and natural gas; manufactures transportation fuels, lubricants, petrochemicals and additives; and develops technologies that enhance our business and the industry. We are focused on lowering the carbon intensity in our operations and seeking to grow lower carbon businesses along with our traditional business lines. More information about Chevron is available at www.chevron.com .
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.