Retail Loyalty Support Specialist

Total Number of Openings 1 Provides technical, monitoring, and reporting support to both Mobility (mobile app) and Partnership (Safeway/Albertsons), Proprietary (Chevron Texaco Rewards) and ExtraMile Rewards Loyalty Programs in our participating US Retail Stations. Chevron Holdings Inc. (CHI) is a pioneer and leading multi-function Shared Services Center in the Philippines located in Makati City. With a workforce of more than 1,000, CHI delivers business services and solutions in areas such as finance, human resources, procurement, marketing support and information technology. Global Service Center Overview: The Chevron Global Customer Service Center is a team of 400 Customer Service Center & Technology professionals, spread out in 17 countries across the globe which provides a cost-effective, effortless, and digitally enabled experience for our internal partners and external customers as they engage with Chevron across the globe. Our Manila location is composed of 250 employees composed of supervisors, team leaders, subject matter experts and customer service representatives. We provide support to different regions where Chevron has a presence. Established in 2006 we pride ourselves in promoting the Chevron values of integrity, trust, diversity and inclusion, safety. The Retail Loyalty Support Specialist delivers Level 2 support for the Albertson, Extramile Rewards, and Chevron Proprietary Loyalty Program as well as mobility enablement and support. This role encompasses onboarding/offboarding and master data maintenance of over 8,000 Chevron and Texaco stations, participating in the different retail programs, across the United States. Main responsibilities are, but not limited to, the following: Documenting inquiries/issues up to resolution via Salesforce or ServiceNow systems Monitor, supports and takes appropriate action to resolve and/or escalate any issues related to: \- Site participation, enablement, and redemption \- Transaction discrepancy and inconsistencies \- POS configuration and prompting issue \- Loyalty Network outages and issues \- Automated alerts \- Data replication in API and Admin console Liaises with other Chevron groups and stakeholders to ensure contracts/debrands notices prior to site addition/removal to the program and systems. Communicates dependency and functionality issues identified on the different applications/systems used in the loyalty network to their respective support teams. Provides site level and field loyalty support/escalation for all class of trade. Transaction Monitoring and Trend Analysis on site level transactional data Transactional volume and behavior, including data accuracy validation on program level. Pro-active monitoring on Broker Alerts for potential site (POS) enablement, configuration issue, broker/vendor issues, API mismatch, and outages Tracks Loyalty Program Defects (POS functionality) and troubleshooting Loyalty Master Data Maintenance Responsible for the maintenance of internal Loyalty Masterlist, updating of site participation count/status and other pertinent details (BC, marketer, POS type, software version, etc..) to match in comparison to the site count from broker and Chevron/3rd party databases. Responsible for site enablement/removal in the admin console and validation for site inclusion to the API to secure/remove automated connection to the loyalty network. Updating of loyalty banners, site radius to nearest Albertson store, and market participation in aid of contract negotiations Provide the POP specialist with the list of loyalty participating sites that are eligible for the POP refresh. The Specialist is required to effectively handle loyalty inquiries and escalations in the phone queue daily, ensuring that all customer needs are addressed while adhering to the established service level requirements. It is essential for the specialist to meet the Service Level Agreement without compromising the quality of service delivered to customers. The Specialist will operate on a designated night shift schedule, including holidays. Candidates should possess excellent communication skills, a strong customer service orientation, the ability to work collaboratively in a team, and strong analytical capabilities. Required Qualifications: Bachelor's Degree in business-related courses or equivalent degree Proficient in the use of MS Office applications Good oral and written communication skills Strong interpersonal, organizational, analytical and problem-solving skills Can deliver effective presentations across a multi-cultural customer base Open to night shift work schedule Relocation Options: Relocation will not be considered within Chevron parameters. International Considerations: Selected candidate will work in the Philippines under the local payroll system and benefits. Working with us There are two Chevron companies operating in the Philippines: Chevron Holdings Incorporated (CHI) and Chevron Philippines Incorporated (CPI). CHI is a shared services center providing transactional, processing, and consulting services in the areas of finance and accounting, information technology, supply chain management, human resources, downstream customer service and marketing. Established in 1998, CHI serves Chevron affiliates in six continents around the world. Over the years, it has grown to be one of the leading members of the shared services industry in the Philippines. CHI has received various recognitions as a top employer: the 2022 Diversity Company of the Year, 2021 Asia's Best Employer Brand Award; 2021 Global Best Employer Brand Award; 2020 HR Asia Best Companies to Work for in Asia; 2019 Circle of Excellence, Top Employer Category at Asia CEO Awards and the 2018 Wellness Company of the Year at the same Asia CEO Awards. CPI markets the Caltex brand of top-quality fuels, lubricants and petroleum products through a network of service stations, terminals and sales offices. 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. Benefits: Competitive salary Allowances, medical and optical reimbursements Health care coverage for you and your eligible dependents Robust employee centred programs for health and wellness Time-off to promote healthy work-life balance or to care for your family Annual corporate incentive bonus when the company meets established goals Recognition & awards program Long-term savings plan Life insurance Career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups Hybrid work model - work remotely from home several days a week Chevron participates in E-Verify in certain locations as required by law.