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Customer Care Executive

Date: 29-Dec-2020

Location: Singapore, Singapore

Company: Singtel

Conduct in-depth investigation and analysis on customers’ queries and escalated complaints, including cases referred by various statutory boards in a timely manner, provide high level of customer service by understanding the diverse needs of customers to resolve customers’ complaints and coordinate with various stakeholders resulting in improved policies and processes for the organization and to reduce the number of escalated complaints to the Top Management.

  • Translate the company’s service vision, corporate objectives and core values into handling plan for each customer.
  • Communicate politely and timely with customers and stakeholders by SMS, email, letter, face to face, and telephone calls.
  • Maintain awareness of customer needs through regular contact via SMS, email, letter, face to face, and telephone calls both proactively and reactively.
  • Investigate and solve customers’ long-standing or complex problems passed on by the authorities (CASE, MP, IMDA) and stakeholders (such as Investor Relations and Corporate Communication) within the company.
  • Demonstrate awareness of the customers’ need by taking actions that are tailored to the customers’ needs and requirements.
  • Provide advice and assistance to customers that are using the products or services of the company.
  • Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions
  • Co-ordinate with the relevant stakeholders to investigate and respond to customers in a timely manner.
  • Provide timely and accurate update of assigned cases to Management Team, respective authorities and stakeholders.
  • Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements.
  • Work with stakeholders to investigate complaints and suggest improvements.
  • Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement.
  • Maintain accurate and timely records of correspondence or discussions with the customers in various systems.
  • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
  • Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses.
  • Participate in a variety of special projects as requested, including explorations of system or process improvements and etc.

The ideal candidate should have:

  • A Diploma in any discipline with credit in English
  • Minimum 2 years relevant working experience in a fast-paced environment and service industry
  • Good computer literacy with Microsoft Office applications
  • Possess strong customer service orientation and proven excellent customer service skills
  • Demonstrate ability to interpret customer needs correctly
  • Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers
  • Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well
  • Independent and able to work under minimal supervision.
  • Pleasant disposition and warm personality
  • Effective interpersonal skills. Able to relate well to people at all levels
  • Willingness to learn
  • Possess strong command of written and spoken English
  • Must be an excellent communicator in engaging internal and external stakeholders
  • Ability to work independently and collaborate with others as required to achieve desired objectives
  • Demonstrate creative problem solving and negotiations