Digital Operation Executive

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Date: 01-Feb-2019

Location: Singapore, Singapore

Responsibilities

  • Administer the mailbox for SME online customer support (Pre & Post Sales)
    • Respond to customers’ online queries related to eShop services
    • Liaise with Delivery teams and Digital Operation Manager to resolve issues related to change requests and any defects with online orders
    • Redirect of leads and queries to relevant internal parties, eg. Delivery, Sales, Marketing etc.
    • Email or call back customers to clarify enquiries or resolve issues related to the online ordering or delivery processes
    • Coordinate and process post-sale transactional activities such as cancellation, credit adjustment, change of delivery address etc
    • Trigger the escalation process to resolve complex issues
       
  • eShop Campaign / Promotion configurations
    • Administer the configuration of online promotion mechanics for mobile, broadband and other stipulated services.
    • Responsible for all mobile handset configurations and promotion logics
    • Support & coordinate the launch of new devices and promotions with the Production Manager and Business Analysts with campaign support
    • Responsible for marketing promotion premiums management & redemption tracking and eShop process management
    • Verify the accuracy of online price & promo mechanics before Go-Live
       
  • Manage the day to day operations of eShop Sales Ops
    • Responsible for the daily operations of the online platforms, to ensure the business goals are achieved and support the post-sales functions.
    • Manage a team of sales support staff to run the operations of online platforms. Key support functions cover inventory planning, order verifications processes, fraud prevention, customers’ escalations, internal systems’ and portals’ incidents.
    • Plan, lead and execute workarounds with the team from incidents flagged, to ensure no or minimal customer impact. 
    • Monitor and keep in pace daily operational activities and trends from escalations, to understand and ensure any systems abnormalities are flagged timely, so we minimize impact to customers and Business.  
    • Work with cross functional departments to initiate discussions impacting work flows, so we improve handling and provide support Omni channel.
    • Provide weekly insights on team’s performance
  • Seek and recommend ideas to help improving the experience of online customers through digital initiatives and process innovation
  • Build customer loyalty through excellent customer service etiquette and attention to customer needs
  • Maintain up-to-date knowledge on the online product offerings, promotions, special handling of customer queries
  • Provide ad-hoc support for campaigns and business events to promote eShop and Singtel services

 

 

Requirements:

  • Diploma in Customer Service / Business IT or modules relevant to the role
  • Preferably 2-3 years proven experience in a telemarketing/telesales/customer care environment (business-to-business would be an advantage)
  • Experience in the telecommunications / ICT industry and B2B environment is an advantage
  • Excellent verbal and written communication skills
  • Has the passion for digital growth and possess the ability to work in a fast-paced environment with
  • Customer Centric, Team player, independent & fast learner
  • Web savvy
  • Passion to serve customers, flexibility with a positive attitude and the ability to thrive in a dynamic environment
  • Attentive to details and the quality of the execution

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