Customer Success Specialist

, Philippines

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

October 13, 2026

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Please note that this role will be on SBO Terms and Conditions
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives. 
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell. 
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

Where You Fit In?
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers. 

As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
 
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
• Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
• Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Fraud Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)
• Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

What We Need from You?
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.  

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This job sits within the Deal to Cash Journey supporting CO Fleet PH team. The Customer Success Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment:

Order Management:

• Commercial Fleet: Block Cards within required SLA
• Commercial Fleet: Cards Maintenance Activities

Credit Management

• Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization

Dispute Management:

• Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes.  This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm  closure of case

Feedback and Issues:

• Manage Customer complaints feedback and compliments.  Liaise with resolution owners, and  other Service Partners as required.  Close the loop with customers

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilization
• Act as first level support for system interface errors
• Act as a touchless setup lead in system-to-system setup with existing Customers .  Work with Customer IT teams to resolve issues and manage internal processes.

Fraud Support

• Monitor account and payment transaction activity to identify incidents of Fraud. 
• Support Fraud Managers with fraud case information requirements 

General Inquiries :

• Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.

Skills and Requirements

• Customer Language Proficiency (at least 1 if multiple language business) – C1
• English Language Proficiency – B2
• Bachelor degree preferred (Business related major) or equivalent experience.
• Previous experience in Customer service is an advantage
• Experience in Microsoft Office.
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures.
• Able to demonstrate a continuous improvement and learner mindset
• Demonstrated communication and relationship building skills
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

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.