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International Group - Officer, Product Support & QC

Date: 15-Aug-2019

Location: Singapore, Singapore

Company: Singtel

Roles & Responsibilities

Support the Manager to enhance Singtel Dash app user satisfaction by supporting customer care and operational processes, as well as uplift its user experience by testing and driving the timely resolution of bugs and issues:

  • Liaise with Customer Care, Operations & Sales to communicate, track and resolve customer issues and complaints.
  • Assist to create training decks and SOPs for CustCare, Ops & Sales.
  • Support Dash Visa reconciliation and facilitate refunds into customers’ wallets.
  • Perform screening of customers and verification of customer data.
  • Perform administrative work, including PO/SO issuance.
  • Design and execute test cases for UAT, Cutover, BRT and periodic service testing with Product Managers and Engineering/IT Planners.
  • Troubleshoot bugs/issues and follow up with Engineering/IT and vendors for resolution.
  • Test Dash services’ compatibility on new devices.

The ideal candidate should have/be:

  • Diploma in Computing / Information Technology / Information Systems / Engineering  and related disciplines.
  • Possess a good understanding of business processes, daily management of operational issues related to mobile apps and payment services, mobile app functionality, as well as user experience concepts.
  • Relevant experience and a good track record in supporting customer operations and designing and executing testing cycles of mobile apps and payment services preferred.
  • Relevant experience in the mobile commerce/banking/payments industry and keen knowledge in mobile apps preferred.
  • Experience with a variety of native, hybrid and web-based mobile platforms and devices, including Android and iOS, preferred.
  • Savviness with mobile payment products, services and technologies preferred.