The Shell Company of Thailand Limited (SCOT)
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Customer Success Specialist-DM, T&S
atThe Shell Company of Thailand Limited (SCOT)The Role
Job Description:
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it's our job, every day, to make our customers' experiences with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.
Where You Fit In?
What is the Role?
As a Customer Success Specialist (CSS) supporting Thailand T&S Commercial Fuels Business, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
- This role will work and support Account Managers in handling the full end to end cycle in administration & documentation support.
- To provide end to end support in the administration and documentation for full process of 'Deal Management' which involves bid and tender, contract management, pricing, master data, data integrity management.
- Act as a gatekeeper in enforcing company's policy and contracts to ensure compliance.
- To provide support to the process of 'Order to Cash' which involves in order management, touchless support and set-up, dispute management and credit management. To ensure invoices are accurate and timely payment.
- To build strong relationships and create partners (customers) for life.
- To handle customer's issues and complaints and to drive resolution and improvements
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
Additionally, you will have:
- Write and speak English language proficiency.
- Strong communication, collaboration and influencing skills
- Experience data analytics & insights and digital environment
- Demonstrated ability and commitment to manage customer experience and build customer success
- Knowledge of customer centric design
- A good understanding of commercial & economic acumen and value chain methodology
- The ability to lead and drive continuous improvement and value add.
- Attention to details when dealing with data management and focusing on compliance.
- Experience in contract management will be advantage
Disclaimer
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
Job type
- Full-time
Company overview
The energy we supply helps to support economic growth and development. At our operations we aim to address social concerns and work to benefit local communities, protecting our reputation as we do business. Human ingenuity and advanced technologies are vital to help meet future global energy demands ... Read more
Why join us: As a Graduate employee with Shell, you’ll play an integral part in creating better energy solutions, right from the very start of your career. With on-the-job training and excellent rewards, you’ll have the opportunity to define your career in an innovative and challenging environment. Our tailored ... Read more
Benefits
- Professional development
- Five-day work week
- Social Security
- Job training
- Learning & Development Opportunities
