Customer Service Specialist Cantonese Direct Hire Contractor

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 ke