Customer Service Specialist | Chevron NCR - Manila

Job Details:
For Voice Support, responsibilities include but are not limited to:
Customer Service Team
*. Primary point of contact for Retail, Commercial & Industrial (C&I), Lubricant and StarCard accounts and Chevron customers
*. Processes orders accurately and in timely manner
*. Handles set-up, maintenance and update of StarCard customer accounts
*. Handles customer inquiries for Order- to-Cash on credit concerns (eg. available balances and rebates), pricing, invoices and delivery status; StarCard queries including basic troubleshoot ing of POS, card and account maintenance and status (eg. change in card limit, activate/deac tivate card, PIN reset, etc), SOA/basic reconciliatio n, merchant reimbursem ent
*. Works with different business units in resolving customer issues and concerns. Is accountable in timely resolution of issues within service level agreements and compliance parameters
Retail Technology Support Team
*. Supports and resolves stores' Point- Of-Sales (POS) Systems issues related to hardware and software applications, assists store personnel with basic POS, printers, and pump issues
*. Tracks incidents, documents problems and solutions, and records all activity and communicati ons
*. Guides Retailer or Retailer representativ e through troubleshoot ing processes quickly and efficiently to minimize sales disruption and to keep service station operational
*. Provides training for procedural problems associated with terminal functionality
*. Analyzes issues, establishes priorities, anticipates consequence s, makes decisions and takes action with fine attention to detail
*. Monitors the resolution of the problem and status of the call, escalates issues as necessary
For Back Office Support, responsibilities include but are not limited to:
*. Places orders for both Marketer- Served (MSA) and Direct- Served customers coming through electronic data interface (EDI), fax or email
*. Accountable for assessment and resolution of customer needs through direct interface or proper routing to appropriate resources
*. Documents order entry and resolution in Salesforce (SFDC)
*. Works with Customer Service Representati ve and Customer Sales Associates (CSA) on a daily basis to ensure complete customer processes from order to invoice
*. Proactively retrieves Proof of Delivery (POD) requests from SFDC, monitor voice mailbox, and monitors and evaluates requests via SAP
*. Accurately identifies correct customer and requests documentati on, elevating requests per Service Level Agreement. Brings each request to a resolution
*. Partners with process coordinator to develop and implement resolutions to system and process issues related to customer service and order management
*. Performs customer administrati on requirement s in support of sales ordering process..
..More Details» [Apply]

No comments: