Customer Service Executive - VVIP Concierge

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.

Be a Part of Something BIG!  

As a Customer Service Executive for the Enterprise Team, you will play a crucial role in ensuring our enterprise clients receive outstanding service and support. You will be responsible for managing client inquiries, resolving issues, and maintaining strong relationships to enhance customer satisfaction and loyalty.

Make an Impact by:

• Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, End-user support etc.
• Assist to billing query, resolve billing issues and perform billing adjustments if required.
• Answer general customer service questions/requests from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, co-ordinate customer’s request of Singtel services with the respective department to obtain specific information/follow-up of requests.
• Provision mobile requests in eshop and 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 SOPs if required.
• Meet Customer Experience (CE) target set by management and aim to exceed expectations.
• Perform duties as and when assigned by the Superior.
• Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 1-hour/2-hour is met.
• Strict adherence of Singtel Health, Safety & Environmental policies and Quality & Security standards; and compliance at all times at the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service to meet and exceed department standards.

Skills for Success 

• Diploma in any discipline 
• Requires a minimum of 5 years of experience in a customer service environment
• Able to speak and write fluent English
• Good customer service and effective communication skills
• Strong interpersonal skills to maintain relationship with high-value customers.
• Ability to handle difficult calls and emails in a professional manner
• Ability to maintain composure and positivity when under pressure
• 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
• This role includes providing support after regular business hours; which entails being on-call to respond to urgent issues, troubleshoot and co-ordinate solutions.

Your Career Growth Starts Here. Apply Now! 

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

Hiring Manager: Molly Yeo

Talent Acquisition Manager: Yun Lin Tay