Customer Success Specialist

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

Benefits offered by this job

Flexible working hours

Remote/mobile working

Competitive salary increases

Parental leave

Diversity and inclusion

Career development programs

Job summary

Shell Business Operations Manila is hiring a Customer Operations Specialist – Loyalty to deliver high-quality, customer-facing support across multiple channels, including phone, email, tickets, live chat, and social media. The role emphasizes loyalty program management, data integrity, and efficient issue resolution.

The candidate will handle enquiries related to promotions, balance checks, and loyalty point redemptions while ensuring a superior customer experience in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, communications, marketing, or related field.
• Previous experience in customer service or operations roles.
• Proficient in Microsoft Office and familiar with social media platforms (Facebook, X, etc.).

Responsibilities

• Handle frontline customer enquiries across phone, email, tickets, live chat, and social media.
• Manage loyalty program questions, registrations, and point transfers with accuracy.
• Support data integrity and collaboration with internal teams and external partners.
• Promote self-service options and digital channels to customers.

Skills

Customer service

Multichannel support

Communication

MS Office

Social media

Education

Bachelor's degree in business, communications, marketing, or related field

Job description

Philippines Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: October 23, 2026 Business unit: Experience Level: Early Careers

What’s the role

This role is a key part of the Order-to-Delivery journey, delivering high-quality, customer-facing support as part of the Retail End-to-End Integrated Team (serving the General Public and, where applicable, Loyalty and Digital customers). The Customer Operations Specialist – Loyalty is responsible for representing the company professionally by delivering an exceptional customer experience across multiple channels, including phone, email, ticketing systems, live chat, and social media. The role requires effective communication, value-driven customer interactions, and efficient issue resolution to ensure high levels of customer satisfaction and loyalty.

What you’ll be doing

Customer Enquiries

Customer Enquiries Manage a wide range of frontline customer enquiries in accordance with established processes, service standards, and ways of working. Take ownership of customer complaints, feedback, and compliments related to Integrated Retail B2C services, coordinating with internal teams and service partners to ensure timely resolution. Respond to customer enquiries regarding promotions, third-party offers, gift deliveries, balance enquiries, and premium membership programs. Resolve logistics-related enquiries within agreed service levels, escalating issues when necessary and collaborating with relevant service providers to achieve positive customer outcomes. Deliver exceptional customer service through professional, accurate, and timely communication across all customer touchpoints.

Loyalty Management

Loyalty Management Manage and enhance the Retail Loyalty customer experience across all interactions. Handle transaction-related enquiries, self-service support requests, and general loyalty program questions. Process loyalty program registrations and maintain customer profiles, including personal data updates and communication preference changes. Conduct compliance reviews, fraud checks, and manual data quality verification to ensure program integrity. Support customers with loyalty point redemption and transfer requests. Administer processes related to lost, stolen, or forgotten loyalty cards. Investigate and resolve customer loyalty complaints efficiently and professionally.

Process & Administrative Support

Develop and maintain a comprehensive understanding of internal systems, their functions, and interdependencies. Support Data Integrity Management by ensuring accurate, complete, and timely customer data entry, promoting a "right-first time" approach. Collaborate effectively with third-party logistics providers and external partners. Liaise with internal stakeholders and cross-functional teams in line with established processes and operational requirements. Contribute to continuous improvement initiatives aimed at enhancing operational efficiency and customer experience.

Digital & Self-Service Support

Support customers across digital channels while proactively promoting self-service solutions and increasing awareness of available tools on Shell’s website and mobile application. Manage customer enquiries received through social media platforms, ensuring responses are professional, engaging, and aligned with brand guidelines. Provide support through digital live chat channels for customer enquiries originating from both the website and mobile application. Leverage business and process expertise to support user acceptance testing (UAT), system upgrades, and projects requiring operational input and customer service insights. Champion digital adoption and touchless customer solutions to improve customer convenience and operational effectiveness.

Language Proficiency

Customer Language Proficiency: C1 level (minimum requirement for multilingual business operations). English Language Proficiency: B2 level or higher.

Qualifications and Experience

Bachelor’s degree in business, Communications, Marketing, or a related field, or equivalent professional experience. Previous experience in customer service, customer operations, contact centers, or related operational roles. Proficient in Microsoft Office applications and familiar with social media platforms such as Facebook, X (Twitter), and other digital engagement channels.

Key Skills and Competencies

Strong customer-centric mindset with the ability to understand, anticipate, and meet customer needs while adhering to company policies and procedures. Ability to represent Shell professionally as a Brand Ambassador, effectively serving as the "Voice of Shell" across live chat, social media, and other digital channels. Demonstrates a willingness to learn, accept coaching, and embrace feedback to continuously improve performance. Resilient, patient, and composed when handling complex situations or challenging customer interactions. Excellent communication skills, with the ability to engage professionally, accurately, and effectively through written correspondence, telephone conversations, live chat, and social media platforms. Strong attention to detail with the ability to manage multiple tasks while maintaining high standards of quality and accuracy. Demonstrates a continuous improvement mindset and actively contributes to process enhancements and customer experience initiatives. Capable of adapting to cha

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 among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organization 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 programs.

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

Shell Business Operations Manila

Shell Business Operations 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

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. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. 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.

AI is an integral part of today’s recruitment landscape. It can assist in refining ideas, improving clarity, and supporting interview preparation—provided your application remains authentic and reflects your true experience. Review our full guidelines. You can be a part of the future of energy. Together at Shell, we are transitioning to become a net‑zero emissions business while providing the energy that people around the world need today. Working with experienced colleagues, you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another. At Shell, you progress as we tackle the energy challenge together.

#PowerYourProgress

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 “If you need any assistance or support while applying for a job, please contact us at [e-mail]”