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Airswift Sweden Logo Airswift Sweden · Customer Service

Customer Success Specialist Support

Malaysia, Cyberjaya · Job Posted March 13, 2026
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Job Description

Customer Success Specialist Support (CSS) is empowered to manage customer experience and relationships across the end-to-end journey of our customers. This job sits under T&S Commercial Operations, forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. As a Customer Success Specialist Support, you will be accountable for a certain customer portfolio to take ownership, drive accountability, demonstrate and communicate improvements for our customer journey. 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 business size and complexity.

Job Responsibility

  • Customer Service: Order Management
  • Place, amend and cancel orders
  • Ensure the customer receive order confirmation
  • Process Returned Product
  • Run open, incomplete, duplicate, block orders and resolve issue
  • Check pricing between PO and GSAP and notify to AMs
  • Coordinate with stakeholder to have the full required information
  • Outbound calls for onboarding new customers, delivery follow-up, incident managements, follow-up documents, back orders and per request
  • Credit Management
  • Handle credit enquiries and coordinate with credit or Sales team
  • Credit Block Order Management
  • Dispute Management
  • Take ownership, initiated Disputes process
  • Close the loop with customer on case outcome
  • Documentation & Reporting Support
  • Provide copy documents
  • General Enquiries
  • Handle New Business
  • Handle a range of front-line Customer enquiries
  • Feedback and Issues
  • Take ownership, manage Customer complaints, feedback and compliments
  • Outbound calls to the customers to close the loop
  • System and application troubleshooting
  • Touchless Support and Setup
  • Support and proactively encourage touchless uptake
  • Act as first level support for system interface errors
  • Act as a touchless setup support
  • Onboarding new and existing customers to use Shell MarketHub
  • Master Data Processing: Master Data Set Up & Amend
  • Set up, amend and mass upload customer master data
  • Follow-up directly with customers and business counterparts
  • Maintain and update master data database
  • Keep all the records in Sharepoint
  • Set up Output condition
  • Create, amend and mass upload GSAP sales contract
  • Pricing Enquiries and maintenance
  • Maintain, set up, extend and mass upload end to end pricing data
  • Maintain list price change
  • Send out quotation or price notification
  • Keep all the record in Sharepoint
  • Rebate
  • Set up, amend rebates
  • Execute rebate accrual and settlement
  • Maintain rebate for product replacement
  • Running the rebate settlement / accrual report
  • Monitoring expiry rebate and send to stakeholder
  • Reporting Support
  • Support Invoice report
  • Support Work Instruction or Process Steps’ action
  • Supporting business
  • Answer enquiries
  • Support Ad-hoc requests
  • Support business projects and initiatives

Requirements

  • Working proficiency in Cantonese and English
  • Strong Communication and Influencing skills
  • Previous experience in data Analytics & Insights and Digital environment
  • Demonstrated ability and commitment to build Customer Success
  • Knowledge of Customer Centric Design
  • A good understanding of Commercial & Economic Acumen and Value Chain methodology
  • The ability to lead and drive Continuous Values
  • Attention to details when dealing with Data Management and high focus on Compliance
  • Proven experience in Contract Management
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
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