- Working Location: Sunway Square Mall (effective Aug
2026)
- Contract Duration: 2 years
- Rate/Salary offered: To Be Confirm
- Entitlement for OT & DT: Yes
- Entitlement for any allowances: Language Allowance RM500
- Shift hour required: No
- Compulsory skill set(s):
- Strong proficiency in English, Cantonese and Mandarin (read/write/speak).
- Effective communication skills to manage customer enquiries, explain processes, and
handle both simple and complex questions.
- Basic to intermediate Microsoft Office skills (Outlook, Excel, Teams, Word) for daily
operations, reporting, and coordination.
- Attention to detail and accuracy, especially for transactional, invoicing, and
compliancerelated tasks.
- Ability to follow standard procedures while exercising judgment within defined
guidelines.
- Stakeholder collaboration skills to work effectively with Sales, Marketing, CO, and
crossfunctional teams across HK and MO.
- Nice-to-have skill set(s):
- Demonstrates calmness and emotional stability during challenging or sensitive
conversations.
- Shows strong resilience and focus when working under tight deadlines.
- Possesses solid commercial and business acumen.
- Strong analytical and problemsolving capabilities.
- Minimum years of experience: Fresh graduates with less than 1 year working experience
- Is the position open to fresh graduates: Yes
- Qualification: At least Diploma
- Job description: This role may focus on some or all the accountabilities below depending
on operational needs, covering all customer levels. The core responsibility is to take ownership
of the customer journey by acting as a single focal point, driving accountability, and
demonstrating continuous improvements while genuinely caring for our customers. The role
performs tasks based on guidelines with some room for interpretation, sharing information and
addressing standard and moderately complex enquiries while explaining processes and
procedures. It also identifies gaps in existing processes, systems, and procedures within the
assigned area, carrying out activities in a structured, routine, and standardised environment
Job Purpose
This job forms part of the Order to Cash Journey and provides high quality frontline
Customer facing service to support the Retail End to End integrated team (Retailers,
General Public and where applicable Loyalty, Digital). The Customer Operations Specialist
OTC &GP supports our customer's daily operations, delivering all relevant services to the
customer from product ordering till collection of cash nas subsequently manages the
public customers experience at the station. Customer Operations Specialist OTC &GP
owns ordering, delivery, invoicing, cash collection process to our B2B customers while
providing effective communications, value-adding interactions, and efficient issue
resolution to our B2C segment.
Principal Accountabilities
Order Management:
- Place and amend orders, liaising with fuels & lubricants supply chain & credit service
partners as required.
- Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
- Handle and resolve all queries from Customers
- Schedule standard and non-standard orders
- Process Returned Product
Credit Management
Block Order Management – Monitor open orders, review order status and action blocked
orders
- Handle basic Customer credit enquiries on cash allocation and debt collection, including
direct debit rejections, allocations, refund/write-off/write on management, Cash and noncash security handling
Dispute Management
- Own the end to end Disputes process, which includes logging of dispute, undertaking
initial investigation and root cause analysis, liaising with key interfaces to resolve disputes.
Close the loop with Customer on case outcome and confirm closure of case
Feedback And Issues
- Manage Customer complaints, feedback and compliments. Liaise with resolution
owners, and other Service Partners as required. Close the loop with customers.
- Manage and monitor Retailer complaints through to resolution.
- Ensure ordering issues are visible and managed in accordance to service level agreement
Online Services Support And Setup
- Support and proactively encourage uptake and utilisation of online services
- Assist in online services setup for system-to-system setup with existing Customers.
2
Customer Enquiries
- Handle a range of front line Customer enquiries within the agreed processes and ways of
working, including:-
- Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C
complaints, feedback and compliments, liaising with other service partners as required
- Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third
party offers, gift delivery, balance enquiry
- Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in
collaboration with other service providers to ensure Customer outcomes
Digital and Touchless Support
- Support Shell's Customers on digital channels and proactively encourage self-support
solutions, ensuring Customers are aware of the information and tools on the website and
mobile application
- Support social media platforms responding to Customers queries taken through these
channels with an appropriate tone and within the limited characters
- Work with the new digital livechat channels for inbound Customer queries both through
the website and the mobile application
- Given detailed business and process knowledge may be called upon, from time to time,
to support testing for IT upgrades or projects requiring operational inpu
