Promicom Services (M) Hiring! Contract Customer Service Associate (1 Year) RM 3000 - KL in Selangor, Earn up to MYR 3,300 - Ricebowl

Customer Success Specialist – Mobility SG
Sunway Square Corporate Towers, Subang Jaya.
1 Year Contract [possible for extension or conversion]
Basic Salary: RM3,000 – RM 3,300
Monday – Friday - 9:00 AM – 6:00 PM [Hybrid]
Public Holidays: Singapore Public Holidays

• Good command of English, both spoken and written.

• Ability to speak Mandarin is an added advantage and qualifies for an additional RM500 language allowance.

• Good communication and customer-service skills.

• Able to multitask and manage multiple customer cases efficiently.

• Comfortable working with customer-service systems, mobile applications and digital platforms.

• Good attention to detail and ability to follow SOPs and established processes.

• Able to work independently as well as within a team.

• Customer-focused, responsible and willing to learn.

• Relevant customer service, contact centre, shared services or operations experience would be an advantage

Job Purpose

The Customer Success Specialist is responsible for providing accurate and timely customer support for Shell Mobility and E-Mobility operations. The role handles routine customer enquiries, service requests, account-related matters and transactional activities across approved communication channels while ensuring compliance with established procedures, service standards and escalation processes.

Key Responsibilities

Customer Support & Case Management'

• Handle customer enquiries, service requests and standard complaints through phone, email, tickets, chat and other approved digital channels.

• Provide accurate information regarding charging services, mobile applications, promotions, loyalty programmes and customer accounts.

• Manage assigned customer cases and ensure timely follow-up and accurate case documentation.

• Escalate complex, sensitive, technical, high-risk or non-standard cases to the appropriate Shell representative or Team Lead.
  
  

E-Mobility Operations

• Process customer account, registration, profile, verification and application-access requests according to established procedures.

• Support charging transaction enquiries, approved refunds or adjustments, campaign fulfilment and other defined customer transactions.

• Perform routine data validation, record updates, reporting and administrative checks.

• Ensure all activities are completed according to established service levels, quality standards and SOPs.
  

Digital & First-Level Troubleshooting

• Guide customers through Shell's approved self-service channels, websites and mobile applications.

• Perform basic first-level troubleshooting for customer and charging-related issues.

• Gather relevant customer, charger, transaction and incident information for investigation.

• Escalate system failures, recurring charging issues, suspected fraud, safety concerns or cases outside the documented process.
  

Compliance & Information Handling

• Protect customer and company information in accordance with applicable data privacy, information security, HSSE and Code of Conduct requirements.

• Use system access only for assigned responsibilities and within approved authority levels.

• Maintain complete and accurate records of customer interactions, transactions and assigned activities.

• Follow established controls, procedures and escalation requirements at all times.
  

Team & Project Support

• Participate in training, coaching, knowledge-sharing sessions, quality reviews and team briefings.

• Identify recurring customer issues and highlight potential improvement opportunities to the Team Lead or relevant Shell representative.

• Support defined project activities such as scripted testing, data validation, data cleansing, bulk updates and operational-readiness activities when required

• Employment Injury Scheme
• Social Security Organization
• Employees Provident Fund
• Medical and Hospitalisation Leave
• Annual Leave
• Medical Insurance
• 5 Working Days
• Training Provided
• Work from Home