Customer Service Executive

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Date: 13-Feb-2018

Location: Singapore, Singapore

Position Summary

  • 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.
  • 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.

 

Responsibilities

  • 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.

 

Qualifications

  • Diploma in any discipline
  • Requires a minimum of 1 year of experience in a customer service environment
  • 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
  • Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
  • Familiar with MS Office

 

Preferred Skills

  • Ability to work under pressure
  • Well organized and meticulous
  • Able to adapt to changes comfortably
  • Strong knowledge in MS Office

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