Assistant Operation Manager

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!

Make an Impact by:

• Supervise daily activities of customer service staff to ensure that enquiries via emails and incident ticketing system are replied in a clear, concise manner within the stipulated turnaround time.

• Act as the first/second level of escalation for all billing disputes and Empower Portal related issues to ensure resolution.

• Organize the work flow and ensure resource is optimized.

• Liaise with all relevant departments to ensure proper communication and resolution to any concerns.

• Meet Customer Experience (CE) target set by management.

• Initiate Projects related to improve CE or increase productivity.

• Ensure Standard Operating Procedure (SOP) is properly carried out and proper training provided to all staff and maintain constant update to these SOP if required. 

• Monitor and ensure the team meets Service Level Agreement (SLA) for ticket resolution within T+3Work Day and T+5 Work Day. 

• Conduct regular meetings with the team to update on policies and processes to ensure seamless daily operations.

• Trainer to support training of CSE/CCO.

• Ensure staff incentive is rewarded in a structure and documented manner.

• Perform duties as and when assigned by the Superior.

• Conduct interview, coaching and mentoring to the staff in terms of escalations.

• 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:

• Diploma in any discipline
• At least 2-3 years of related working experience in a customer service operations
• Supervisory experience is required
• A strong team player
• Highly self-motivated and ability to work independently
•  Ability to adapt to change in a fast-paced, ever changing environment, such as transitional operation
• Customer Service Oriented
• Ability to deal with multiple stakeholders
• Strong organizational and communication skills
• Reporting and data analytical skills
• Computer skills and applications proficient including Microsoft office (word, excel, etc)
• Excellent listening and comprehension skills
• Detail and process oriented and multitasking capabilities
   

Are you ready to say Hello to BIG Possibilities?
Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!