Customer Service Team Lead

About the role

Chevron Philippines Inc. is looking for a Customer Service Team Lead based in Makati, Philippines. The role leads and develops the Philippine Customer Service team to deliver efficient, compliant and customer-focused operations, covering people development, resource planning, service delivery, operational performance, risk and controls, SOX compliance, stakeholder management and continuous improvement. It oversees Order-to-Cash (OTC), Fleet Card and related customer service operations.

Key responsibilities

• Lead the team's operations, including planning, coordination, resource deployment and performance monitoring against plans and benchmarks
• Handle customer and account calls, faxes and emails on end-to-end Order-to-Cash processes for fuel (retail, branded marketers, C&I) and lubricants (direct and indirect sales)
• Manage StarCard/Card marketing account setup and maintenance, and transaction inquiries
• Resolve consumer calls about service station operations, fuel quality, pricing and location, and escalate blocked accounts and credit violations to the Credit Department
• Maintain desk guides and work process documentation, manage the Quality Assurance process and provide first-level support for Chevron Business Point (CBP)
• Build a skilled, committed team: coach employees, recommend performance rankings, salary actions and career placements, run performance reviews and prepare scorecard materials
• Promote safety and compliance: ensure team participation in safety programs, uphold internal controls, data privacy, information risk protection and SOX compliance, and conduct regular control assessments
• Drive process improvement, standardization and automation, keeping process documentation current

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