Customer Success & Loyalty Specialist (Remote)

Shell; Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Flexible working hours

Remote/mobile working

Job summary

Shell Business Operations Manila is seeking a Customer Operations Specialist – Loyalty to deliver exceptional service across phone, email, chat, and social channels. You will manage loyalty registrations, point redemptions, and profile updates while upholding data integrity and compliance.

This role supports the Retail End-to-End team and partners with internal and third-party functions to enhance the customer experience.

Qualifications

• Bachelor’s degree in business, communications, marketing, or related field, or equivalent experience.
• Previous experience in customer service or operations roles.
• Proficient in Microsoft Office and familiar with social media engagement channels.

Responsibilities

• Handle frontline customer enquiries across multiple channels following established processes.
• Own customer complaints, feedback and compliments to ensure timely resolution.
• Respond to inquiries about promotions, loyalty programs, and balance checks.
• Resolve logistics-related enquiries and coordinate with service partners as needed.
• Manage loyalty program registrations, data updates, and point redemptions.
• Support digital channels and promote self-service tools to customers.

Skills

Customer focus

Brand ambassador

Communication

English proficiency

MS Office

Social media

Education

Bachelor's degree in business/communications

Tools

Microsoft Office

Social media platforms (Facebook, X)

Job description

Shell Business Operations Manila is seeking a Customer Operations Specialist – Loyalty to deliver exceptional service across phone, email, chat, and social channels. You will manage loyalty registrations, point redemptions, and profile updates while upholding data integrity and compliance.

This role supports the Retail End-to-End team and partners with internal and third-party functions to enhance the customer experience.