Customer Success Specialist

, Philippines

Worker Type:

Regular

Posting Start Date:

July 4, 2026

Job Description:

What's the role

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. This job delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

Key business serviced is Aviation Fuels. 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.

What you'll be doing

The CSS is accountable for a certain customer portfolio (mirroring one or more Account Manager portfolios) to drive accountability/ ownership for this portfolio. This is a key enabler to drive best-in-class Customer Experience 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:

Offer To Cash

• Order Management
• Master Data Set-up and Amend
• 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
• Ensuring compliance (Data privacy, trade compliance, SDS, etc)

This role follows a mid-shift schedule from 3:00 PM to 12:00 AM (PH Time) and support for a rotating skeletal workforce schedule during Philippine holidays.

What you bring

We are keen to speak with individuals who have the following:

Language Proficiency

• Customer Language Proficiency
• English Language Proficiency

Key Skills and Competencies

• Customer Success Skills
• Demonstrate skills in driving continuous value
• Strong communication and influencing skills
• Knowledge of data analytics and insights
• Digital fluency knowledge
• Knowledge of data management and compliance
• Knowledge of Customer-Centric Design
• Leader of the Future
• Strong Value Chain Understanding
• Knowledge of Commercial & Economic Acumen
• Knowledge of Managing Customer Experience
• Contract Management Knowledge

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 values-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 considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working 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 programmes.

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

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.

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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.