Customer Service Specialist (Cantonese)

About Us Chevron is a leading multinational energy company with operations in over 180 countries. Founded in 1879, Chevron has a rich history of innovation and growth, making significant contributions to the global energy landscape. Chevron markets Caltex® fuels, lubricants and other petroleum products in the Philippines. Our network of service stations, terminals and sales offices forms the backbone of our presence in the Philippines. In March 2020, Chevron sold its 45% non-operated interest in the Malampaya natural gas field. This was the first natural gas development and largest industrial project in the Philippines. From the Philippines, we provide operational support for Chevron offices on five continents. The workforce supplies transactional, processing and consulting services in areas ranging from finance to information technology. Chevron operates through two subsidiaries in the Philippines. Our Downstream company is Chevron Philippines Inc. We also operate a business processes support organization through Chevron Holdings Inc. There are two Chevron companies operating in the Philippines: Chevron Holdings Incorporated (CHI) and Chevron Philippines Incorporated (CPI). CHI is a shared services center providing transactional, processing, and consulting services in the areas of finance and accounting, information technology, supply chain management, human resources, downstream customer service and marketing. Established in 1998, CHI serves Chevron affiliates in six continents around the world. Over the years, it has grown to be one of the leading members of the shared services industry in the Philippines. 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 Handle customers’ enquiries via phone calls and emails for fuel cards, loyalty cards, other card products and their related digital applications, including maintenance of card accounts e.g. temporary/permanent account credit limit reviews, transactional activities (e.g. transaction details, disputes and adjustments) and billing statements. Serve as the primary point of contact for customers and/or governance bodies on feedback/complaints, cases escalation & resolution management related to overall fuel retail business, including concerns on services at petrol stations, marketing promotions, product quality, etc. Work closely with peers on timely execution of Level-1 back-end administrative tasks e.g. Data Privacy options, customers' supporting document submissions relating to StarCard application, retail fuel products ordering, and any other ad-hoc support to relevant Business Units on special assignments and events, etc. Ability to stay enthusiastic in learning and partaking as power-user on digitization initiatives transformative of conventional business processes. Responsible for the end-to-end oversight of processing new StarCard applications through to their complete account setup, in full knowledge of and compliant with all applicable Hong Kong laws/ordinances, e.g. PDPO, Customer Due Diligence (CDD) and/or Know Your Customer (KYC), etc. Diligently monitor/track card application status, Autopay application, etc. Coordinate with processing bank on Autopay related matters. Handle various cards' account creation, and their card delivery arrangements with Hong Kong in-country counterparts. Handle various types of coupon, and their delivery arrangements with Hong Kong in-country counterparts. Manage monthly reconciliation with adjustments on special tax exemption accounts Manage monthly rebate adjustments for various business- and/or authority-triggered discounts or subsidies. Support various Sales initiatives/programs and administer key accounts rebate setup. Administer retail price change through card system. Maintain cloud document filing system for all relevant customer data in accordance with corporate compliance requirements. Compile/validate Retail Ops daily sales & month-end Master Template/Grand Summary. Tabulate sales data & reporting for management. Monitor WSR/Dry Stock sales report. Assist CA on loyalty related reporting (incl. Caltex Rewards point activity, point redemption, etc.) and access management. Fuel commission & CSA incentive form submission coordination/validation. Manage MOP threshold approval. Monitor CSO Above Threshold. Distribute Price Change Notice. Assist reconciliation (incl. cash coupon, credit card, StarCard, etc.). Manage various operational documentation (incl. StarCard daily merchant statement, new/update contract, IRD's IR56M, audit request, etc.). Handle Retail Automation/Utility/Property Service Providers' Billing Processing (incl. create requisition, monitor monthly invoices, etc.). Update/monitor changes of CA, site status (closure), operating fee, C-Store royalty fee, allowance, commission rate, incentive scheme, POS-related issue & its relevant reconciliation. Liaise with banks on credit card payment related matters. Assist RBC & CA on any other ad-hoc enquiries deemed relevant. Other work task(s) which may be assigned according to ongoing and evolving business requirements. 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 business-related courses or equivalent degree At least 3 years of working experience, preferably exposure in a Cantonese -centric environment. Exhibits strong workflow coordination and meticulous task tracking with various Hong Kong in-country stakeholders. Must have ability to read/write and speak in Cantonese. Familiarity with Hong Kong’s postal-mailing format and the capability to decipher and translate handwritten Cantonese text into English accurately. Flexible to work on month-end cycles, weekends and public holidays. Preferred Qualifications: Having additional Mandarin and English proficiency will be an added advantage. Empathetic and patient, good and quick grasp of Hong Kong customers’ behaviors and support needs. Everything we do at Chevron is guided by our values and our commitment to 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. 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. Connect with us: Facebook Instagram LinkedIn Twitter Chevron participates in E-Verify in certain locations as required by law.