Customer Success Associate

Oman Shell; Makati; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Flexible working hours

Remote/mobile working

Parental leave

Training and development

Job summary

Shell Philippines SBO Manila is seeking a Customer Operations Specialist Loyalty to deliver high-quality frontline customer service for Retail and Loyalty programs. You will handle inquiries via phone, email, chat and social media, ensuring accurate information and a positive customer experience across multiple touchpoints.

You will engage with loyalty management, process registrations, manage data quality, and support digital tools while maintaining Shell’s service standards and brand voice.

Qualifications

• Bachelor’s degree preferred (Business-related) or equivalent experience.
• Previous experience in Customer service or operations.
• Experience with Microsoft Office and social media platforms (Twitter/Facebook).

Responsibilities

• Handle frontline customer enquiries via phone, email, chat and social media.
• Resolve loyalty and promotions enquiries within SLAs with partners.
• Support digital and touchless channels and self-service tools.
• Maintain data quality and collaborate with internal teams.

Skills

C1 language

English B2

Customer service

Social media

Communication

Coaching openness

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Philippines Job Family Group: Commercial and Retail, Customer Operations Worker Type: Regular Posting Start Date: September 30, 2026 Business unit: Experience Level: Experienced Professionals

At Shell, Early Career talent plays an important role in powering the future of energy. Through internships, apprenticeships, graduate programmes, and opportunities for students and early professionals, we empower individuals to learn, grow, and make meaningful contributions from day one. We support talent at different stages of their career journey through mentorship and exposure to diverse areas of our business, helping them build skills and explore future career pathways at Shell. In our values-led culture, you'll have the opportunity to power your progress while helping develop the energy solutions of today and tomorrow.

What’s the role

This job forms part of the Order to Delivery Journey and provides high-quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital). The Customer Operations Specialist Loyalty needs to project a professional company image by providing the best Customer experience through phone interaction, emails, ticketing, live chat and social media engagements with Customers. The Customer Operations Specialist Loyalty delivers effective communications, value-adding interactions and efficient issue resolution.

Responsibilities

• Your principal accountabilities will include: Customer Enquiries Handle a range of front-line Customer enquiries within the agreed processes and ways of working, including: Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes Loyalty Management Manage the Retail Loyalty Customer Experience Handle transaction queries, self-serve queries and general loyalty related enquiries Process Customer loyalty registration and personal data management, channel preference modification Perform compliance checks on fraud and manual data quality control Support the redeeming and transferring of Customer Loyalty points Manage the lost/stolen/forgotten cards process Resolve Loyalty complaints Process and Administrative Work Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system Collaborate with third party logistics companies Liaise with internal interfaces within the agreed processes and ways of working Digital and Touchless Support Support Shell’s Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

What you bring

• Customer Language Proficiency (at least 1 if multiple language business) – C1
• English Language Proficiency – B2
• Bachelor’s degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
• Able to demonstrate a continuous improvement mind-set

What we offer

Benefit from flexible working hours, and the possibility of remote/mobile working.

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain access to a wide range of training and development programmes.

We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

Shell is an Equal Opportunity Employer.

Company Information

• SBO Manila Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.
• DISCLAIMER: Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.
• Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected and has a strong sense of belonging. Find out more about DE&I at Shell. Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people. Learn more about our purpose and strategy.