Chevron Holdings Inc. (CHI) is a pioneer and leading multi-function Shared Services Center in the Philippines located in Makati City. With a workforce of more than 1,000, CHI delivers business services and solutions in areas such as finance, human resources, procurement, marketing support and information technology.
Chevron is accepting online applications for the Consumer Connection Center Specialist (Direct Hire Contractor) position through May 19, 2021 at 11:59 p.m. PH Time.
***Note that this is for 1 year contract employment only
Responsibilities for this position may include but are not limited to:
Manages consumer experience / retail feedback received through Telephone, Web, Mobile app, and e-mail from a shared group mailbox for a variety of topics with our North America (Chevron & Texaco) and Caltex Philippine consumer retail stations. Consumer concerns are categorized into four groups; MSDS requests/lubricant matters, Consumer Complaints, Consumer General Inquiry, and consumer Commendation. Categorization is often determined by the Specialist based on the information provided by the Customer.
Conduct a thorough review of the complaint details; determine case priority level based on the nature of the complaint and guidelines, determine facility type (Retail Facility, Quick Lube, etc.) and emotion level of the consumer.
Professionally prepares response e-mails throughout the case cycle keeping the consumer informed of case progress and outlining the results of investigation. Template letters are available and may need to be customized to properly address the concerns of an individual case file.
Complaints will require investigation and/or research, the specialists need to interpret what the consumer concern is and open a formal case for the complaint in the case management tool (Salesforce.com). Sound judgment will need to be applied to properly manage these cases to determine the most appropriate actions to achieve the optimal case cycle time and customer satisfaction and most importantly protecting Chevrons Brand reputation (for both Downstream and Corporate).
Utilizes multiple computer applications to gather data and resolve customer issues (SFDC, Tandem (Retail Automation System), Internet, CBP, and Microsoft Office). Clearly articulates case symptoms, issues and case resolutions by updating the case management system and customer notes within developed guidelines.
May require engagement and collaboration with other Service Centers and internal business units, such as the Retail Marketing Center and Retail Technology Centers as well as other Support groups; Card Operations and Card & Authorization and alerting the Fuel Integrity team as deemed appropriate.
Bachelor's Degree in any business-related course
Minimum 2 years work experience
Excellent command of English language for both oral and written communication
Attention to details
With analytical and problem-solving skills
Can multi-task and can work independently
Good coordination skills
With good attendance record
Open to be assigned to night shift and to work on a shifting schedule, if needed
Experience in SAP and salesforce system
Relocation will not be considered within Chevron parameters.
Selected candidates will work in Philippines under the local payroll system and benefits.
Why join Chevron:
Chevron is one of the world's leading integrated energy companies and has been doing business in the Philippines for more than 100 years
Chevron offers a competitive package and an opportunity to extend operational support for Chevron offices in five continents
Chevron provides career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups
Chevron is proudly recognized as an employer of choice, guided by a vision of diversity, inclusion and a commitment to equal employment opportunity
Chevron operates with the highest ethical standards and place the highest priority on the safety and health of its workforce and the protection of communities and the environment
Chevron advocates work-life balance, promotes a healthy behavior in the workplace, and offers employees access to various health and wellness programs
Chevron supports a work-from-home arrangement during the COVID-19 pandemic, subject to operational needs
Recruitment Process and Onboarding during COVID 19 pandemic
HR initial phone screening, virtual panel interview, job offer, medical assessment, onboarding and orientation.
Chevron participates in E-Verify in certain locations as required by law.
Apply on company website