Job Description:
Principal Accountabilities:
This role supports NFR business, Customers, Vendors and Brands may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to Mobility.
NFR Operations Management
• Without tax Invoices management - ATM rent invoice issuance and refunds. And organize notifications between banks and dealers.
• Presenting the locations from the dealers to the appropriate brands (Determination and clarification of the points)
• Contract Management - Contract process between Dealer&Shell and Brands&Shell (Leasing).
• The works that are wanted to be examined regarding whether the retrospective rent and electricity bills are cut correctly (such as invoice controls, whether there are works that are not done.)
• Data entry into the tool of a Global Alliance partner.
• Identifying leasable areas and keeping track of how many m2 of leasable space we currently have at which station.
• We will match the rental area with the relevant brand and aim to grow our footprint.
• Support to billing process for NFR issues.
• Stakeholder/Change Management development.
• Being a gatekeeper.
• Managing each new dealer, vendor and working methods added bring with the rules of Legal & Fiscal issue.
• E2E deep dive of business-based workflows (Manual Invoces Process, Legal & Fiscal issue).
Dispute Management:
• Disputes process for Quantity. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes and obtaining approval from Operating Unit on disputes settlement. Close the loop with Customer on case outcome and confirm closure of case.
General Inquiries:
• Commit to meet individual KPI's, Team KPI's, and CO KPI's.
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions
• Taking responsibility for reach customer service standards when the system failures (BCP mode) occur
• COS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.
• Commit to an ongoing training and development progress.
• Excellent communication skills
• Team player, follow up skills
Job Knowledge, Skills and Experience
Language:
• English Language Advance
Skills & Experience:
• Bachelor degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office; GSAP experience preferred
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
• Understand Shell’s Play Book and customer value proposition
• Able to demonstrate a continuous improvement mind-set
• Demonstrated communication and relationship building skills
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Additional Information
Competency:
Commercial & Economic Acumen: Knowledge
Value Chain Understanding: Knowledge
Managing Customer Experience: Skill
Contract Management: Skill
-
• Apply
• Create Job Alert
•
o Internal: Customer Success Specialist
