Customer Success Specialist (Mandarin/Cantonese) (Start ASAP)

About Shell Malaysia

Shell Malaysia is a subsidiary of Royal Dutch Shell, one of the largest oil and gas companies in the world. Shell is a global group of energy and petrochemical companies with an average of 86,000 employees in more than 70 countries. Shell uses advanced technologies and takes an innovative approach to help build a sustainable energy future. Shell has a significant presence in Malaysia, with operations spanning various segments of the oil and gas industry.

Your role

As a Customer Success Specialist at Shell Malaysia, you will be responsible for:

Card Order and Account Management:

• Create, replace, and cancel cards as required.
• Update and amend card settings including product, velocity, and other details.
• Manage the delivery of orders – take ownership of delivery status inquiries and troubleshooting.
• Manage account master data amendments and inquiries.
• Liaising with other stakeholders such as sales, marketing, credit, and other service partners on various services.

Credit Management:

• Handle credit-related inquiries including payment methods & allocations, refund/write-off, and credit requirements for credit assessment.
• Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade, and dormant accounts.

General Inquiries:

• Handle New Business – Provide end-to-end guidance for potential new customers to apply for accounts with Shell.
• Marketing campaign – To handle and resolve all queries relating to marketing activities.
• Transaction at the station – Troubleshoot and resolve transaction-related issues at the station which may be due to various reasons.

Dispute Management:

Own the end-to-end disputes process, which includes logging disputes, undertaking initial investigations, and liaising with relevant service partners to resolve disputes. Close the loop with the customer on the case outcome and confirm the closure of the case.

Feedback and Issues:

• Manage customer complaints, feedback, and compliments. Liaise with resolution owners and other service partners as required.
• To perform service recovery to ensure corrective and preventive measures are taken before closing the loop with customers.

Online Service Support and Setup:

• Support and proactively encourage uptake and utilization of online services.
• Act as first-level support for system interface issues and errors.
• Provide guidance to customers for online system navigation.
• Assist in online services registration for system-to-system setup with existing customers.
• Assist in setting up new users and amend existing user details in the online system.

Training & development

Shell offers a constructive environment for personal and career development. It's a good place to enhance your technical skills and knowledge. The company provides opportunities to learn new skills and offers various learning and development courses. According to some reviews on Glassdoor, Shell even sends employees to their HQ for training. Additionally, you also have the chance to explore different career paths within the organization within 2 to 4 years. It's a great training ground overall, and the company invests in its employees by providing valuable training opportunities.

Compensation and benefits

Employee reviews on Glassdoor reveal that for the role of a Customer Success Specialist, salaries typically fall within the range of MYR 3000-5000 per month. Furthermore, as a full-time employee at Shell Malaysia, you can expect numerous additional benefits, including:

• A supportive work environment with helpful colleagues.
• Wellness and parking allowances, along with comprehensive benefits such as dental, gym, full medical coverage, parking, and transport support.
• Various perks like travel opportunities and participation in company events.

Career progression

Based on the employee review on Glassdoor, working at Shell Malaysia offers great exposure for fresh graduates to experience a multinational company's dynamic. Shell Malaysia boasts a structured career progression, allowing employees to advance professionally. Additionally, Shell Malaysia coordinates your career progression by understanding the direction you wish to take in your career, and your development plan will be mapped out with your individual requirements and career aspirations.

Work-life balance

Shell Malaysia implements attractive policies such as leaving on time after an 8-hour workday, flexible working hours, and remote working options. It means as an employee, you can get a balanced work, social, and family life.

Company culture

Shell Malaysia is recognized as one of the pioneers in Malaysia for the early adoption of diversity and inclusion (D&I) practices. For Shell, inclusion entails the establishment of a work culture that highly emphasizes differences among individuals. This approach ensures that all employees are provided with the chance to cultivate skills and abilities that align with both the company's values and its business goals. The overarching goal is to shape Shell into an entity where individuals experience a sense of engagement, admiration, and interconnectedness.

About you

If you are interested in applying for this position, you have to meet the following qualifications:

• Minimum Bachelor’s degree (CGPA 3.0 and above) in any field of study
• Possesses strong leadership and teamwork-based experience
• Fresh graduates with less than 1 year of working experience
• Strong proficiency (read/write/speak) in English, Bahasa Malaysia
• Preferably if have strong proficiency in Mandarin and Cantonese (read/write/speak)

How to apply

If you want to apply to this position, simply click the button "Apply on employer site" on this page. We will direct you to Shell Malaysia's official link for this vacancy. Make sure you have read all of the requirements mentioned above.

Sources

• shell.com.my/careers/shell-commitment-to-diversity-inclusion/shell-malaysia-a-diverse-and-inclusive-culture
• glassdoor.com/Salary/Shell-Customer-Success-Specialist-Salaries
• glassdoor.com/Reviews/Shell-Kuala-Lumpur-Reviews