Customer Relationship Executive

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Why Join Us?

You’ll love this role if you get your kicks by helping others. We’re looking for a Customer Relationship Executive who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

As a Customer Relationship Executive, you will be responsible for conducting 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.

What will your typical day look like?

• 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, IDA, MDA) 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.

Is this you?

• 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
• 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
• Possess strong command of written and spoken English
• Excellent interpersonal and communication skills
• Ability to work independently and collaborate with others as required to achieve desired objectives
• Demonstrate creative problem solving and negotiation skills

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.