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Executive, Process & Communications

Date: 03-Aug-2022

Location: Singapore, Singapore

Company: Singtel Group

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.

 

Campaign management - Be the gatekeeper to ensure that assigned campaign / initiatives are conforming to the campaign checklist requirement. The checklist will cover key requirement for customer process Policy, System (Tools, self help and knowledge portal) and communication. Responsibilities / activities include,

  • Review the checklist and ensure key items are ready.
  • Coordinate with workforce and training to ensure resource and frontline are prepared. This include the training/briefing, knowledge portal and system are updated).
  • Design the AI chatbot conversational flow, intent management and escalation to human. 
  • Track and monitor the impact (eg Contact rate, Customer satisfaction, etc) and ensure it meet its target.
  • Provide escalation support for frontline teams.

 

Feedback management - Review customer and frontline pain points and suggestion that has impact on CE, First Call Resolution (FCR) and/or frontline effort.  Responsibility includes

  • Derive the impact analysis and prepare business case.
  • Collaborate with the relevant stakeholders on the implementation of the feedback.
  • Track and monitor the implementation of the feedback.

 

Event / Incident management – Support the event / incident manager in deriving all the customer engagement and communication plan. The event / incident can be system, billing, security and/or service incident. Responsibility includes,

  • Clarify and assess the event/incident impact and implication.
  • Identify key customer concerns and questions.
  • Propose potential responses, handling process and communication route (Letter, SMS, email)
  • Prepare internal comms and system alert (eg IVR, CRM)
  • Track and monitor impact.

 

Other activities

  • Conduct periodic side by side observation with operation, focus group discussion and/or handle direct customer transaction.
  • Conduct ad-hoc research, benchmarking study or mystery calls
  • Support in implementation roll out of strategic, department project and initiatives

 

Requirements:

  • Diploma and above (Hospitality, business or Engineering preferred)
  • At least 1 year of project management roles or customer fronting roles
  • Good to be Certified Project management (PMP) or process improvement framework (eg Lean Six sigma, COPC, ITIL)
  • Customer-oriented with strong negotiation and communication skills