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Customer Support Specialist Direct-hired Contractor

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Customer Support Specialist Direct-hired Contractor

Salary/rate

$ 5200 to $ 5400 per month

Location

Makati, PHILIPPINES

Posted

January 17 2018

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Description


The qualified candidates will work in the Philippines under the local payroll system and benefits. Although, Relocation will not be considered within Chevron parameters.

Main responsibilities:

In the Customer Service Team:

- Timely and accurate processes refines and lubricant orders
- Handling set-ups, maintenance, and updating of the accounts of StarCard customers
- Handling the inquiries of customers for Order-to-Cash on credit concerns, such as the available balances and rebates, and pricing.
- Ensuring invoices and delivery status, starCard queries such as basic troubleshooting of POS, card and account maintenance and status such as change in card limit, activate or deactivate card, PIN reset, etc., SOA or basic reconciliation, merchant reimbursement
- Working with different business units including Retail, C&I, Lubricants, Card Marketing, Pricing, Credits, Transportation and operation (T&O) to resolve the issues and concerns of the customers. All issue resolution is to dine promptly, and within the service level agreements and the compliance parameters
- Attending to or resolving Global Aviation and North America C&I requests of customers, inquiries, and disputes
- Documenting calls and emails in Salesforce (case management system)
- Coordinating with various groups in Commercial Products supporting the aviation and C&I business in case resolution. The ideal number of days to close a case is 3-5 working days
- Performing the required analysis and research in resolving difficult and critical cases

In the Retail Technology Support Team:

- Supporting and resolving the Point-Of-Sales of the systems issues of the store related to hardware and software applications, assisting the store personnel with basic POS, printers, and pump issues
- Tracking incidents, documents problems and solutions, and recording all activity and communications
- Guiding the Retailer or Retailer representative through the processes of troubleshooting quickly and efficiently to minimize the disruption of sales and to keep the service station operational
- Providing training for procedural problems that are associated with the terminal functionality
- Resolving 90% of ongoing problems with verbal instruction on corrective action
- Initiating service dispatches to the various vendors of terminals
- Analyzing issues, establishing priorities, anticipating consequences, making decisions, and taking actions with a fine attention to detail
- Monitoring the resolution of the problems and the status of the call, and escalating issues as necessary

In the Retail Management Center Group:

- Providing expertise on the card acceptance policies and procedures of Chevron which specify the details about the requirements for the processing of credit card, debit card, gift card, fleet card, and business card
- Assisting the retailers on inquiries related to settlement of credit card transactions, and providing status of credit card transactions
- Providing the batch information and the transaction details of credit card to the retailer
- Handling disputes of credit card chargeback, facilitating the credit memo requests from retailers, and responding to inquiries about hardcopy document requests
- Explaining the practices and norms of the card industry to retailers
- Investigating disputes of fuel billing, credit and rebills, freight diversions, and other invoice or EFT inquiries
- Providing first level support on Chevron Business Point, including user registration, user privileges, and web navigation
- Providing assistance to Marketers whenever they have issues on loading fuel products from the terminal due to product allocation, supply outage, and other related concerns

Requirements:

- A Bachelor's Degree in any field. Fresh graduates can also apply
- Ability to work when assigned any shift, including night shift and weekends as required
- A proficient use of Microsoft Office applications
- An exceptional analytical and problem-solving skill
- Ability to deliver effective presentations across a multi-cultural customer base
- Fluent oral and written communication
- Ability to multi-task and work independently, with minimal supervision
- A strong interpersonal skill
- A minimum of 2 years’ experience in providing data or business processing support to customers is an advantage
- Knowledge of SAP is an advantage

Job Type

Permanent

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