Total 1 help desk specialist job vacancies in Customer Service category in PH - AIA PH Head Office

The Consumer Connection Center manages all contacts from consumers visiting Chevron and Texaco Retail Stations in North America and Caltex stations in the Asia Pacific Region.  Consumers contact the Consumer Connection Center via the Chevron & Texaco Mobile App, CaltexGo, Chevron social media platforms, Chevron.com, Caltex.com, toll-free telephony, e-mail, and letter.  All consumer feedback is documented in Salesforce.com/CRM system and shared with internal business teams within Americas Products including Corporate Affairs, Loyalty, Brand, Card, Sales, Operations, and Technology.  The position requires daily collaboration with these internal business teams.

Responsibilities for this position may include but are not limited to:

• Responds, reads, and manages all correspondence received through phone, web to case, mobile app, and e-mail regarding concerns, inquiries and retail consumer experience in North America.
• Technical support/troubleshooting for consumer mobile application use while purchasing fuel at a Chevron or Texaco Gas Station in the US.
• Build strong knowledge and acumen with Chevron Texaco Rewards Program support (US Loyalty Program).
• Interprets consumer concerns and opens a formal case for complaints requiring an investigation and/or research and applies appropriate judgment to properly manage cases (triage) and determine the most suitable actions needed to achieve the optimal case cycle time and customer satisfaction.
• Reviews the information provided by the consumer, working with the branded Chevron and Texaco Stations or Quick Lube Independent Business Owners and Chevron Field representatives through thorough and professionally written communications to resolve consumer complaints and inquiries.
• Utilizes multiple computer applications to gather data and resolve customer issues (Salesforce.com, Internet, Chevron Business Point portal, and Microsoft Office)
• Articulates case symptoms, issues and case resolutions by updating the case management system and customer notes within developed guidelines
• Engages with other Service Centers and stakeholders, 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
• Resolves other Contact Categories of Consumer General Inquiry and Consumer Commendations within 48 hours through appropriate written communication and proper resolution.
• Run Reports for Sales and other internal Business Partners as needed from Salesforce.com including consumer feedback collected over a period of time.

Required Qualifications:

• Bachelor's Degree in any field
• At least 2 years experience doing customer support functions
• Proficient in the use of MS Office applications
• Can work with minimal supervision
• Good oral and written communication skills
• Technical support experience
• Strong interpersonal, organizational, and leadership skills
• Good analytical and problem-solving skills
• Can deliver effective presentations across a multi-cultural customer base
• Open to night shift and shifting work schedule, work on weekends and holidays

Relocation Options:

Relocation will not be considered within Chevron parameters.

International Considerations:

Selected candidate will work in Philippines under the local payroll system and benefits.