Singtel
At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.
Be a part of something BIG!
This position is at support staff level, reporting to Team Lead (TL)/ Assistant Operations Manager (AOM)/ Operations Manager (OM). The candidate is responsible for the daily operation in Corporate Mobile Operations (CMO). A successful candidate is able to deliver a positive customer interaction, is dependable, seeks to learn, and is coachable.
Make an Impact by:
- Responsible for interfacing with customers, sales specialist to handle a variety of pre-sales/post-sales service functions. Responds to and /or provides assistance to external customers such as mobile order fulfillment processes, application assistance, product information and contract issues/administration
- Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, etc.
- Assist to billing query, resolve billing issues and perform billing adjustments if required.
- Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customer’s request to other department to obtain specific information if required.
- Document all actions provided to order taker via internal system.
- Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, and proper training provided to all staff and maintain constant update to these SOP if required.
- Meet Customer Experience (CE) target set by management.
- Perform duties as and when assigned by the Superior.
- Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met.
- Abide to Singtel Health, Safety & Environmental policies and Quality & Security standards are executed and maintained at all times at the workplace.
- Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
Skills for Success:
- Minimum a Diploma in any discipline
- Commit a minimum period of 6 months
- Able to speak and write fluent English
- Good customer service and effective communication skills
- Ability to handle difficult calls and emails in a professional manner
- Display initiative and willingness to learn
- Familiar with MS Office
- Ability to work under pressure
- Well organized and meticulous
Apply
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