Customer Service Subject Matter Expert

About Us

Chevron is a leading multinational energy company with operations in over 180 countries. Founded in 1879, Chevron has a rich history of innovation and growth, making significant contributions to the global energy landscape.

Chevron markets Caltex® fuels, lubricants and other petroleum products in the Philippines. Our network of service stations, terminals and sales offices forms the backbone of our presence in the Philippines.

Chevron supports its operations in the Philippines and worldwide through two subsidiaries: Chevron Philippines Incorporated (CPI), which manages downstream operations and markets Caltex brand fuels, lubricants and petroleum products, and Chevron Holdings Incorporated (CHI), a global business services organization. Established in 1998, CHI provides business support services in finance and accounting, information technology, supply chain management, human resources, customer service and marketing. It serves Chevron affiliates around the world and has grown to be one of the leading global business services organizations in the Philippines. The company has received various recognition as one of the country’s top employers and as a champion of diversity and inclusion in the workplace.

At Chevron, we believe humanity can solve any challenge – including meeting the world’s energy needs of today, while advancing a cleaner energy tomorrow.

About the Role

We have an exciting opportunity in Chevron Philippines Inc. for a Customer Service Subject Matter Expert. This role will be based in Makati, Philippines.

Support the CSC Supervisor to ensure that regional and in country initiatives are managed and handled. Works hand in hand with the CSC Team Lead in terms of training, coaching, process documentation and process improvements. provides functional expertise and operational support to drive process excellence, service quality, knowledge management, and continuous improvement within PHCSC. The role partners with leaders, frontline teams, and key stakeholders to ensure consistent process execution, accurate documentation, effective coaching, and successful implementation of business and digital transformation initiatives.

Responsibilities for this position may include but are not limited to: 

• Manage quality assurance by conducting case reviews, call reviews and customer satisfaction. Coach employees to sustain and improve performance, provide recommendations for performance ranking, salary action and career ladder placement, and participate in job posting/employee selection process. Ensure training requirements (as applicable) are met by each team member. Ensures that all team members are pursuing the team goal and objectives. Builds and maintains a skilled, self directed, committed and high-performing work team.
• Responsible for the reconciliation and processing of Chevron Philippines Inc (CPI), suspended transactions, DM/CM adjustments, and merchant reimbursements. Maintain and update merchant account information, merchant fees, merchant masterlist and affiliated sites. Monitors manual transactions and coordinates with stations, customers and MSSC Revenue accounting posting of transaction. Manage merchant inquiries and concerns.
• Supports the Supervisor in providing leadership for the operations of the team including planning, coordination and oversight of the work group’s activities.
• Assists the Supervisor in developing and deploying the work team’s business plan, including strategic initiatives and metrics. Ensures adequacy and optimal deployment of team’s resources, including staffing requirements. Monitors performance against plans and any established benchmarks, taking corrective action as needed.
• Responsible and accountable for overseeing team operations / activities including but not limited to:
• Ensures that the Service Level Agreement (SLA) with the customer is met
• Ensures that team metrics and KPIs are achieved
• Monitors employee performance
• Prepares operational reports
• Ensures proper staffing and scheduling planning is prepared and adhered to by the staff
• Ensures compliance with company policies, procedures and standards.
• Responds appropriately and timely to queries escalated from the staff level
• Ensures that performance commitments to customers are met through dialogue and metrics.
• Ensures that team members are participating in the company’s Safety Programs.
• Identifies and address changing business conditions and customer needs.
• Acts as the training resource for all functions; responsibilities include training for new employees as well as on-going training for current Customer Service Associates. Expert resource and input source for Chevron Philippines Inc (CPI), and Chevron Singapore Pte Ltd (CSPL), processes. Provide feedback to Customer Service Specialist through peer review process to encourage ongoing process improvement and as an input to new hire regularization/non-regularization.
• Provides expert process stewardship for the different areas of team operation as he/she may be required to handle certain processes as the need arises. Initiates, leads and participates in process improvement efforts and works with other groups to achieve overall improvement and process standardization of local and regional end-to-end processes
  
  

About You

We know our greatest resource is the ingenuity, creativity and innovation of our people. Applications from motivated and talented individuals with a keen interest in the energy industry are encouraged.

Knowledge, Skills, and Experience:

• Bachelor’s degree holder
• Excellent verbal and written communication skills
• With project management experience
• Experienced in conducting process training and process documentation
• Experienced in using MS Office applications, SAP, Salesforce, and PowerBI

Everything we do at Chevron is guided by our values and our commitment to The Chevron Way (https://www.chevron.com/about/the-chevron-way). At the heart of The Chevron Way is our vision to be the global energy company most admired for its people, partnership, and performance.

Participate in world-leading energy projects, advance your professional development and expand your career within an inclusive, collaborative and high-performing workplace.

Benefits    

• Competitive salary
• Health care coverage for you and your eligible dependents
• Annual corporate incentive bonus when the company meets established goals
• Recognition & awards program
• Life insurance

At Chevron, we are committed to fostering diversity and inclusion at all levels of our company and at all stages of the employee experience. We constantly strive to attract, develop and retain diverse Filipino talent.  Globally, Chevron Corporation has achieved a rating of 100 percent in the Human Rights Campaign Equality Index for the past 17 years. The Index ranks American companies based on their commitment to equality in the workplace. 

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