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, sales and marketing support and information technology.
Chevron is accepting online applications for the Front Line Advocate - Phone Support position through
October 9, 2020
at 11:59 p.m. PH Time.
Responsibilities for this position may include but are not limited to:
Critical primary point of contact for US Marketers and Retailers. Accepts immediate ownership of inquiries and assumes advocacy role in resolving issues on their daily business transactions. Accountable for timely resolution within service level agreements and compliance parameters.
Customer Advocacy is to take the customers issue through the internal Chevron processes and groups as required through to appropriate issue resolution. In some instances, issue resolution will go beyond the communicated expectation or the determined service level, in these instances pro-active communication is required.
GENERAL BUSINESS: > Process credit and re-bills; invoice inquiries and disputes > Process Product Volume allocation, freight diversion, terminal out of product notice > Provide help to Marketers when they are having difficulty loading fuel products from the terminal due to various factors including lack of product supply at the terminal and Marketers reaching their maximum allowed load within a specified day > Handles inquiries on System outages > Provide first level technical support on Chevron Business Point, including user registration > All other business transaction concerns of the Retailers and Marketers > Process order of brand POP advertising materials
CREDIT CARD PROCESS
> Provides expertise on Chevron card acceptance policies and procedures which details the requirements on Credit card, debit card, gift card, fleet card, and business card processing. > Assists retailers on settlement problems encountered in a credit card transaction > Analyzes credit card batch out of balance and reconciles credit card station batch details against transactions received by Chevron. > Provides credit card batch information > Processes request for credit memo > Provides credit card transaction details to retailer > Analyze credit card chargeback's to retailers > Respond to inquiries pertaining to hardcopy document requests
Simultaneously utilizes multiple system applications to assist customers, gather data and resolve customer issues (SFDC, SAP, Internet, On Demand, CASS, Tandem, CBP, TAR, and Microsoft Office). Clearly articulates case symptoms, issues and case resolutions by updating case management system and customer notes within developed guidelines.
Interfaces with Manila Credit Card Accounting, Buenos Aires Terminal Accounting and US based internal Chevron teams (COED, Credit, Supply and Business Consultants) to handle financial reconciliation and customer issue resolution for all US Merchant Funded Credit Card activities and other general business activities.
Identifies, documents and shares best practices between immediate team regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to Marketing customers. Participates with fellow Customer Advocates and RMC Supervisor to achieve efficiency goals, team objectives and overall RMC business goals and objectives.
Partners with other internal business and Credit Card groups to recommend, develop and implement new or improved processes for handling merchant funded credit card and general business activities. Responsible to report-out trends, resolution updates, or process improvements to RMC Supervisor.
Participates in highly varied training classes on Operational Excellence, Safety, new credit card guidelines, programs and offerings, i.e. MS-218 updates, systems training, resolution changes, and brand programs.
Participates in Incident reporting investigations, both for Safety and Business Processes, as appropriate.
Required Qualifications:
Bachelor's Degree in business-related courses or equivalent degree
Proficient in the use of MS Office applications
Reliable and with excellent attendance. Demonstrates strong customer service ethic
Worked in customer disputes function and financial reconciliation function.
Good oral and written communication skills.
Strong interpersonal, organizational, analytical and problem-solving skills
Can deliver effective presentations across a multi-cultural customer base
Open to night shift work schedule
Preferred Qualifications:
Experience in credit card industry and/or service gas station experience
Experience in providing phone support to customers
Experience in handling US business partners
SAP experience
Relocation Options:
Relocation will not be considered within Chevron parameters.
International Considerations:
Expatriate assignments will not be considered.
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 offersa 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,promotesa 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.
