Customer Service Subject Matter Expert

About the role

Chevron Philippines Inc., part of Chevron's business services arm, is hiring a Customer Service Subject Matter Expert based in Makati, Philippines. The role supports the Customer Service Centre (CSC) Supervisor in managing regional and in-country initiatives, working closely with the CSC Team Lead on training, coaching, process documentation and process improvements. It drives process excellence, service quality, knowledge management and continuous improvement across the Philippine Customer Service Centre.

Key responsibilities

• Manage quality assurance through case reviews, call reviews and customer satisfaction checks, and coach employees to sustain and improve performance.
• Recommend performance rankings, salary actions and career ladder placements, and take part in job postings and employee selection.
• Ensure training requirements are met and that team members pursue team goals and objectives, building a skilled, self-directed, high-performing team.
• Reconcile and process suspended transactions, DM/CM adjustments and merchant reimbursements, maintain merchant account information and merchant masterlists, and manage merchant inquiries.
• Support the Supervisor in planning, coordinating and overseeing the team, and in developing and deploying the team's business plan, metrics and resource allocation.
• Monitor performance against plans and benchmarks, prepare operational reports, and ensure SLAs, team metrics and KPIs are met.
• Ensure compliance with company policies, proper staffing and scheduling, and participation in safety programs.
• Act as training resource for new hires and ongoing training, and as an expert process resource for CPI and Chevron Singapore, including peer review feedback and process improvement initiatives.

Required profile

• Bachelor's degree holder.
• Project management experience.
• Experience conducting process training and process documentation.
• Excellent verbal and written communication skills.

Required skills

• MS Office applications
• SAP
• Salesforce
• Power BI

What we offer

• Competitive salary
• Health care coverage for you and eligible dependents
• Annual corporate incentive bonus when company goals are met
• Recognition and awards program
• Life insurance