Customer Service Representative - Mandarin

Chevron Corporation; Makati; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive salary

Health coverage for dependents

Hybrid work model

Job summary

Chevron Corporation in Makati, Philippines is seeking a bilingual English/ Mandarin Customer Service Representative to support global operations. You will handle customer inquiries, build relationships, and coordinate with Marketing and aviation fuel procurement teams.

You will use Salesforce for data analysis, back up Marketing teams, and assist with bid activities. A Bachelor's degree and a minimum of two years in customer service are required.

Qualifications

• Bachelor's Degree in any field.
• Fluent in English and Mandarin.
• Minimum two years of work experience.
• Experience in managing customer expectations and delivery locations.
• Experience with short-notice orders or emergencies.

Responsibilities

• Resolve customer issues and maintain relationships during bid-to-contract process.
• Coordinate with Marketing/Territory Managers and airline fuel procurement teams.
• Liaise with third-party affiliates on product supply and credit clearance.
• Provide timely responses during high-level bid activities.
• Ensure data integrity in core systems and reporting.
• Use Salesforce dashboards for location and customer analysis.

Skills

Fluent English

Mandarin

Customer service

Communication

Teamwork

Decision making

Attention to detail

Education

Bachelor's Degree

Tools

Salesforce

Job description

About Us

Chevron is a leading multinational energy company with operations in over 180 countries. Founded in 1879, Chevron has a rich history of innovation and growth, making significant contributions to the global energy landscape. Chevron markets Caltex® fuels, lubricants and other petroleum products in the Philippines. Our network of service stations, terminals and sales offices forms the backbone of our presence in the Philippines. In March 2020, Chevron sold its 45% non-operated interest in the Malampaya natural gas field. This was the first natural gas development and largest industrial project in the Philippines. From the Philippines, we provide operational support for Chevron offices on five continents. The workforce supplies transactional, processing and consulting services in areas ranging from finance to information technology. Chevron operates through two subsidiaries in the Philippines. Our Downstream company is Chevron Philippines Inc. We also operate a business processes support organization through Chevron Holdings Inc. There are two Chevron companies operating in the Philippines: Chevron Holdings Incorporated (CHI) and Chevron Philippines Incorporated (CPI). CHI is a shared services center providing transactional, processing, and consulting services in the areas of finance and accounting, information technology, supply chain management, human resources, downstream customer service and marketing. Established in 1998, CHI serves Chevron affiliates in six continents around the world. Over the years, it has grown to be one of the leading members of the shared services industry in the Philippines. CHI has received various recognitions as a top employer: the 2022 Diversity Company of the Year; 2021 Asia's Best Employer Brand Award; 2021 Global Best Employer Brand Award; 2020 HR Asia Best Companies to Work for in Asia; 2019 Circle of Excellence, Top Employer Category at Asia CEO Awards, and the 2018 Wellness Company of the Year at the same Asia CEO Awards. CPI markets the Caltex brand of top-quality fuels, lubricants, and petroleum products through a network of service stations, terminals and sales offices. At Chevron, we believe humanity can solve any challenge - including meeting the world's energy needs of today, while advancing a cleaner energy tomorrow.

Global Service Center Overview

The Chevron Global Customer Service Center is a team of 400 Customer Service Center & Technology professionals, spread out in 17 countries across the globe which provides a cost-effective, effortless, and digitally enabled experience for our internal partners and external customers as they engage with Chevron across the global. Our Manila location is composed of 250 employees composed of supervisors, team leaders, subject matter experts and customer service representatives. We provide support to different regions where Chevron has a presence. Established in 2006 we pride ourselves in promoting the Chevron values of integrity, trust, diversity and inclusion, safety.

About the Role

We have an exciting opportunity for a Customer Service Representative (English and Mandarin bilingual) role. This role will be based in 6750 Building, Makati City, Philippines.

Responsibilities

Responsibilities include, but are not limited to, the following:

• Customer Resolution & Relationship Development Partners with Marketing/Territory Managers and acts as the single point of contact for customers in the bid-to-contract process during annual bid season, acts as backup for negotiation of renewed and new business, resolves contractual issues that arise, and implements changes resulting from new tax, environmental, legal, and business requirements affecting Aviation customers
• Develops strong secondary customer relationships (primary being held by Marketing Managers) with the airline fuel procurement team and understands their structures and tender processes
• Acts as liaison for third-party affiliates on product supply and credit clearance and works with Operation Managers on contract/supply notifications and fuel releases.
• Serves as back up to Marketing/Territory Managers and Aviation Support team for customer communications during high level bid activities or absences
• Knows the customers, Aviation's products/programs and communicates their value, understands the Company's systems/processes/organizational structure, is empowered to resolve any questions/issues/requests, and is accountable for the successful resolution of airline customer inquiries
• Researches and resolves 2nd level customer inquiries, disputes, and identifies solutions from root cause analysis.
• Provides follow-up and resolves any issues that have been escalated and/or cannot be resolved by regional Marketing Service partners
• Manages and supports the Marketing programs by creating the necessary data within the core systems, documents the new processes and procedures, develops internal controls, and coordinates implementations with other impacted organizations and subsidiaries.
• Responsible for data integrity of analysis and outputs Marketing Management Decision Support
• Performs reporting & trend analysis of customer, and customer-location profile/data for their respective Marketing Manager/Territory Managers.
• Provides respective Marketing/Territory Manager location and customer-based data analysis to Regional team lead for regionally consolidated reporting
• Accurately applies and understands outputs of globally standard processes and tools, including SALESFORCE (customer relationship management) for location and customer analysis/reporting.
• Uses SALESFORCE dashboards to track marketing activities.
• Maintains basic understanding of customer relationship's impact on the BU's objectives and customer/market drivers

About You

We know our greatest resource is the ingenuity, creativity and innovation of our people. Applications from motivated and talented individuals with a keen interest in the energy industry are encouraged.

Knowledge, Skills, and Experience

• Bachelor's Degree in any field
• Candidate must be fluent in English and Mandarin to ensure that business operations with international customers are facilitated effectively
• Two years minimum work experience
• Experienced in managing customer expectations providing relevant advice including delivery locations and facilities
• Preferably experience of managing and facilitating short-notice orders or 'emergency' requirements
• Experience of working with credit departments ensuring clearance of orders
• Must be able to deal with a worldwide customer base and communicate with people for whom English is not their first language
• Excellent team working and capable of working to own initiative including confidence to make appropriate decisions
• Proven capability to work to deadlines, working under pressure and ensuring delivery of required service

Relocation Options

Relocation is not available for this position under Chevron guidelines.

International Considerations

The selected candidate will work in the Philippines under the local payroll and benefits structure.

Benefits

• Competitive salary
• Allowances, medical and optical reimbursements
• Health care coverage for you and your eligible dependents
• Robust employee centered programs for health and wellness
• Time-off to promote healthy work-life balance or to care for your family
• Annual corporate incentive bonus when the company meets established goals
• Recognition & awards program
• Long-term savings plan
• Life insurance
• Career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups

Hybrid work model - work remotely from home several days a week

At Chevron, we are committed to fostering diversity and inclusion at all levels of our company and at all stages of the employee experience. We constantly strive to attract, develop and retain diverse Filipino talent. Globally, Chevron Corporation has achieved a rating of 100 percent in the Human Rights Campaign Equality Index for the past 17 years. The Index ranks American companies based on their commitment to equality in the workplace.

Connect with us

Connect with us: Facebook Instagram LinkedIn Twitter

Chevron participates in E-Verify in certain locations as required by law.

Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in Houston, Texas. More information about Chevron is available at www.chevron.com.