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.
Handle daily inbound calls, chats and emails regarding general customer inquiries, general complaints, comments, feedback, and other issues related to the services.
Perform complex administrative or clerical tasks in support of improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
We are hiring for Mandarin Speaker for our client based in Cyberjaya SelangorSalary Rm : 4500 basic Shift Allowances : 300-400 RM (Depending upon shifts)Shift pattern ; 24*7working days : 5 days working ( can be any 5 days)Project : TravelWe are looking to close 4 position for Travel project - candidate either fluent with Simplified mandarin or Traditional mandarin both can apply.Kindly whatsapp to book the interview slots91-7988209327