Shell Business Service Centre - Manila (SBSC-Manila) is one of eight shared service centres in Shell, and is the largest one with over 2,000 professionals. SSSC-Manila provides processing services related to finance, human resources, procurement, customer service and other business needs to Shell companies around the world.
The Centre supports various Shell businesses in Europe, North America and Asia, allowing Shell to have a more cost-effective way of operating while ensuring quality standards are maintained for these critical services. As a wholly owned Shell unit, it operates using Shell business principles and policies.
SBSC-Manila continues to demonstrate its outstanding service delivery to Shell customers worldwide and provides job opportunities in the Philippines. Its expansion is testimony to the Filipino professionals’ world-class service and a significant contribution to the Shell Group’s operational excellence.
SBSC International Customer Service Professional (M/E/C)
Job ID: A27861
Location: Makati City, Philippines
Responsibilities:
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The Centre supports various Shell businesses in Europe, North America and Asia, allowing Shell to have a more cost-effective way of operating while ensuring quality standards are maintained for these critical services. As a wholly owned Shell unit, it operates using Shell business principles and policies.
SBSC-Manila continues to demonstrate its outstanding service delivery to Shell customers worldwide and provides job opportunities in the Philippines. Its expansion is testimony to the Filipino professionals’ world-class service and a significant contribution to the Shell Group’s operational excellence.
SBSC International Customer Service Professional (M/E/C)
Job ID: A27861
Location: Makati City, Philippines
Responsibilities:
- Provide consistently high quality Customer Service delivery within service standards set i.e. service levels and performance matrix
- Meet International customer expectations and consistently deliver on customer promise
- Maximize opportunity to maintain professionalism and create a positive customer experience every time customers come into contact with Customer Service
- Be the first point of contact for International customers, attend to customer contact and resolve customer requests received via all mediums according to agreed service levels and service standards, including requests for information and feedback and issues from existing customers and the general public
- Pro-actively keep the customer informed throughout the contact management process and participate in CSO campaigns related to CSO services as assigned
- Provide assistance to customers in self-serve mediums i.e. IVR, EDI and Web, resolve problem and assist customer to complete transactions
- Record and follow up all customer contacts in customer facing systems for the service accredited
- Adhere to Customer Complaint Policy and take ownership for the resolution of customer complaints and enquiries, issues regarding Quality problem and/or from Customer Survey
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