Customer Service & CommunicationRespond promptly and professionally to customer enquiries and messages through WhatsApp, online platforms and other communication channels.Assist customers with order-related enquiries, delivery updates and general support.Handle customer complaints and resolve order-related issues efficiently.Ensure all customer messages are attended to within the required working hours.2. Order Processing & ManagementProcess, verify and update customer orders accurately in the company’s system.Handle order amendments, including changes to delivery addresses, product quantities and order details.Assist with order cancellations, adjustments and other order-related requests according to company procedures.Ensure all order information is accurate before fulfilment.3. Warehouse & Delivery CoordinationCoordinate closely with the warehouse and fulfilment teams to ensure orders are processed and dispatched on time.Follow up on shipment status, tracking numbers, delivery delays and postage issues.Liaise with courier services when necessary to resolve delivery-related problems.Communicate order updates clearly to customers and internal teams.4. System & Administrative SupportMaintain accurate customer and order records in the company’s system.Assist customers and internal teams with basic system-related enquiries.Prepare simple daily reports on order status, pending issues and customer enquiries.Support improvements to customer service and order processing workflows.
Handling incoming calls and inquiries from customers with demonstration of excellent customer service skills to meet and exceed customers’ expectations.
We are seeking a Customer Service Specialist to support Shell’s Fleet Direct-to-Consumer (DTC) operations for Hong Kong. This role is part of the Order-to-Cash (OTC) journey, responsible for delivering high-quality customer service support from order placement to invoicing, dispute handling, and issue resolution.
Serve as the primary point of contact for Mandarin-speaking customers, addressing inquiries and resolving issues via phone, email, and in-person interactions.