Role OverviewThe Customer Success Specialist supports Shell’s Malaysia Fleet Business, serving approximately 100,000 customer accounts across subsidised and non-subsidised fleet segments.This role delivers a positive customer experience by handling enquiries, resolving issues and providing end-to-end account support through live chat, phone calls and emails.Key ResponsibilitiesCustomer Enquiries & Support- Respond to customer enquiries through live chat, phone calls and emails.- Provide prospective customers with end-to-end guidance on opening a Shell account.- Troubleshoot and resolve transaction issues encountered at Shell stations.Online Services Support- Support and encourage customers to register for and use Shell’s online services.- Provide first-level support for system interface issues and errors.- Guide customers on online system navigation and registration, including system-to-system setup for existing customers.- Create new user profiles and update existing user details.Card & Account Management- Process card creation requests and follow up on delivery status enquiries.- Investigate and resolve card delivery issues.- Maintain account master data and process amendments.- Coordinate with sales, marketing, credit teams and service partners to resolve customer requests.New Customer Onboarding- Perform due diligence checks for new customer applications.- Follow up with customers on required supporting documents.- Set up customer accounts in the system and arrange card issuance.- Ensure the account setup process is completed accurately.
Trading and Supply’s Distribution Operations & Midstream business plays a critical role in delivering value within Downstream & Renewables, driving towards our ultimate potential as a true integrator of choice, be it with Upstream, Downstream, or third-party customers.
About the RoleSAP Concur Expert with ERP SAP FICO background will play a critical role in implementing and optimizing customized Concur solutions to meet our organization’s evolving travel and expense management needs.This individual will be responsible for translating complex business requirements and ensuring seamless integration with other enterprise systems (ERP SAP FICO), and driving continuous improvement within the Concur platform.
About the RoleSAP Concur Expert with ERP SAP FICO background will play a critical role in implementing and optimizing customized Concur solutions to meet our organization’s evolving travel and expense management needs.This individual will be responsible for translating complex business requirements and ensuring seamless integration with other enterprise systems (ERP SAP FICO), and driving continuous improvement within the Concur platform.