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 globe.
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 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.
Everything we do at Chevron is guided by our values and our commitment to The Chevron Way (https://www.chevron.com/about/the-chevron-way). At the heart of The Chevron Way is our vision to be the global energy company most admired for its people, partnership, and performance.
Participate in world-leading energy projects, advance your professional development and expand your career within an inclusive, collaborative and high-performing workplace.
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.
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