Share this Job

M2M/5G Operations Executive

Date: 29-Nov-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.

 

Responsibilities:

•    Coordinate and process New M2M/IoT/5G Applications/Services, SIM Activation, SIM Transfer, Activation of M2M/IoT/5G Value Added Services (VASes), Re-contracting, etc. for Group Enterprise customer
•    Assist to billing query, resolve billing issues and perform billing adjustments if required.
•    Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, where appropriate, transfer/guide customer’s request to other department to obtain specific information 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 SOP if required. 
•    Meet Customer Experience (CE) target set by management.
•    Perform duties as and when assigned by the Superior.
•    Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met. 
•    Abide to Singtel Health, Safety & Environmental policies and Quality & Security standards are always executed and maintained at the workplace.
•    Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards. 
 

Requirements:

•    Diploma in any discipline

•    Requires a minimum of 1 year of experience in a customer service environment 
•    Able to speak and write fluent English
•    Good customer service and effective communication skills
•    Ability to handle difficult calls and emails in a professional manner
•    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

 

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