Digital Engagement & Operations Executive

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

Be a part of something BIG!

You are responsible to support escalations from Care and Sales on all aspects of the order fulfilment fallout issues and queries from retailers relating to Heya registrations and fulfilment.  
In addition, you are responsible to manage and monitor daily stuck order for consumer and SME customer segment, including escalation to IT whenever fallout orders health status is below agreed service level.
 

Make an Impact by:

•    Support, analyze, monitor and actively drive all fallout escalations from Customer Success (regardless thru email / teams’ chat). Collaborate     with IT Fallout team for prompt resolution within 1 working day.
•    Support, troubleshoot & respond promptly to Heya related escalations or queries from account managers and retailers relating to status of order including porting status or cancellation request, service not up or restored and fail registration or order submission.
•    Review and validate escalations from IT & frontliners otherwise educate requestors accordingly.
•    Provide prompt assistance to Heya retailer’s queries and order handling so that customer service is not impacted.  
•    Analyze and identify system and process errors trending and work with IT and/or business stakeholders for long term resolution.
•    Collaborate with stakeholders via different channels such as one drive, sharepoint, teams and email.  
•    Log all stuck orders escalations in shared folder for reporting purposes.
•    Perform cancellation of rejected Heya port-in orders.

Skills for Success:

•    Good in analytical and problem-solving skills.
•    Effective written and oral communication.
•    Excellent interpersonal skills with flexibility to work as a team.
•    Proficient in MS Office Applications.
•    A team player.
•    Able to handle stress in a fast-paced environment.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Working Location:

Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka. 

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