Customer Success Specialist

, Philippines

Job Family Group:

Commercial and Retail, Downstream Supply Chain

Worker Type:

Regular

Posting Start Date:

March 16, 2026

Business Unit:

Experience Level:

Early Careers

Job Description:

What’s the role

This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support International Aviation Americas customers.  The Customer Success Specialist needs to project a professional company image by providing the best Customer experience through phone interaction and emails to customers. The Customer Success Specialist delivers effective communications, value-adding interactions and efficient issue resolution.

What you’ll be doing

Principle Accountabilities

Key business serviced is Aviation. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

The CSS is accountable for a certain customer portfolio (mirroring one or more AM portfolios) to drive accountability/ ownership for this portfolio. 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 businesses size and complexity :

Deal Management

Bid and Tender

Contract Management

Pricing

Master Data Set-up and Amend

Data Integrity Management

Enforcing company’s policy and contracts

Ensuring compliance (Data privacy, trade compliance, SDS, etc)

Troubleshooting

Order to Cash

Order Management

Touchless Support and Set-up

Dispute Management

General Inquiries and Feedback

Meeting and/or managing customer’s expectations

Building strong relationships and creating partners (customers) for life

Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements

What you bring

Qualifications:

Job Knowledge, Skills & Experience:

Language:

• Customer Language Proficiency (at least 1 if multiple language business) – C1

• English Language Proficiency – B2

Other Skills & Experience:

• Bachelor's degree required (Business related major) or equivalent experience

• Previous experience in Customer service or operations

• 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 act as a Shell Brand Ambassador in a ‘voice of Shell’ role

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

• Able to demonstrate resilience and patience, especially when interacting with challenging Customers

• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly

• Able to demonstrate a continuous improvement mind-set

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What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.

• Continuously grow the transferable skills you need to get ahead.

• Work at the forefront of technology, trends, and practices.

• Collaborate with experienced colleagues with unique expertise.

• Achieve your balance in a value-led culture that encourages you to be the best version of yourself.

• Benefit from flexible working hours, and the possibility of remote/mobile working.

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.

• Take advantage of paid parental leave, including for non-birthing parents.

• Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

• Grow as you progress through diverse career opportunities in national and international teams.

• Gain access to a wide range of training and development programs.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell Business Operations Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

DISCLAIMER:

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.