Chevron Jobs

Total Number of Openings

1

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.

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.

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.

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.

Responsible for Chevron Business Point (CBP) Level 1 Support: Manage Self Registration, password reset, access problems, links to other application as applicable. Provides CBP Orders & Accounts training to Business Consultants and customers. Coordinates tickets for CBP issues.

Pricing Support. Serves as the primary contact for Australia Pricing Support. Compiles average diesel price report and distributes to C&I and Card Sales teams. Provides information on sell prices and sell price comparison. Gathers response to consumer fuel price queries and other associated and related activities.

Maintains SAP price condition for Retail and C&I. Handles price adjustment of street back and blanket change in Chevron Integrated Pricing System (CHIPS). Conducts validation of price change accuracy. Coordinates directly with in-country pricing specialist on request approval or endorsement, pricing validation, technical issues, and other pricing-related concerns.

Loyalty and Brand Support. Primary point of contact of Chevron Australia Downstream’s internal business partners such as Retail Partnership Specialist, Brand Specialist, Business Consultants, and Marketing Support team, external partners such as Retailers, and motorists/end-users.

Loyalty Program support includes handling of inquiries and complaints from Retail stations, escalating and coordinating with Retail Partnership Specialist, Automation, Loyalty Partner, and 3rd party vendor handling card terminals in resolving issues and concerns, and analyzing and sending out of Fraud report to Retail sites as deemed appropriate. Attends and participates in Loyalty related activities and roll-outs such as Retail Roadshows and Engagements.

Brand support includes handling of inquiries, issues and concerns related to national promotions. Responsible for monitoring and responding to the Caltex website Contact Us page.

Identifies, documents, shares and applies best practices relating to operational efficiencies, process improvements, and continually works to maintain and improve service level to customers.

Ensures process work flows and documentations are accurate, updated and disseminated to team members.

Participates in loss and near loss process investigations.

Performs Quick Pulse Survey and participates in Call and Case Quality Assurance reviews, and Process Calibrations. Coaches employees to sustain and improve performance.

Acts as back-up training resource for all functions; responsibilities include training of new employees as well as on-going training for current Customer Service Specialists.

Supports SME as back up: manages reports, including but not limited to: SAP, Chevron Business Point, CISCO (telephony), Salesforce, and present to stakeholders and business partners; assists in team meeting facilitation including preparation of presentations and discussion of process reminders.

Handles first level escalation. Manages complex issues, determines and implements appropriate action.

Attends and participates in business meetings with stakeholders and business partners. Identifies and addresses process gaps and recommends resolutions.

Leads the group in arriving at solution to complex issues through application of best practices. Analyzes situations/data and effectively communicates findings and/or resolutions to team and business partners.

Leads incident investigations, determines root causes, and identifies long term sustainable solution. Works with different business units as applicable in implementing solutions.

Manages customer allocations and load codes at all terminals nationally. Uses a combination of remote log in and working with suppliers to change allocations as directed by the Commercial and VCO teams. Provides support via phone for all queries from drivers at proprietary terminals when Sales Order numbers are not able to be used. Perform Sales Order uploads in SAP for carriers that complete Retail COCO deliveries from proprietary terminals.

Required Qualifications:

· 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 Options:

Relocation will not be considered within Chevron parameters.

International Considerations:

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 2022 Diversity Company of the Year, 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 equality in the workplace. 

Benefits   

· Competitive salary  

· Allowances, medical and optical reimbursements   

· Health care coverage for you and your eligible dependents   

· Robust employee centred 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  

· Life insurance  

· 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 

Connect with us:  

Facebook (https://www.facebook.com/Chevron/)  

Instagram (https://www.instagram.com/chevron/)   

LinkedIn (https://www.linkedin.com/company/chevron/life/ca8371ee-b5cf-419e-8620-daab24959545/)  

Twitter (https://twitter.com/Chevron)   

YouTube Chevron (https://www.youtube.com/watch?v=tg_3WcrCM_g)   

YouTube Caltex (https://www.youtube.com/user/CaltexBrand/featured)  

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

Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in San Ramon, Calif. 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.