Front Line Advocate - Phone Support (Direct Hire Contractor)

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 (Direct Hire Contractor) through February 25, 2022 at 11:59 p.m. PH Time.

***Note that this is for 1 year contract employment only

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 chargebacks 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:

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

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 offers a 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, promotes a 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.