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Senior Customer Care Officer (Digital Support Team)

Date: 05-Sep-2021

Location: Singapore, Singapore

Company: Singtel Group

 

Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.

 

Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.

 

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

 

 

We are seeking a Senior Customer Care Officer to provide online support to our customers via digital support channels.

 

Responsibilities:

  • Provide a consistent and appropriate voice for the company through digital support channels in a timely manner.
  • Communicate politely and timely with customers on their enquiries, requests and/or complaints via the digital support channels and convert each engagement into a positive customer experience.
  • Address all applicable engagements at first point of contact to avoid repetitive returned enquiries from both traditional and digital channels.
  • Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing overhead/costs through corrective actions.
  • Provide appropriate assistance and solution to customers on SingTel products and services according to their need and requirement.
  • Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow-up, or process-order.
  • Coordinate with the relevant stakeholders to investigate and respond to customers in a timely manner.  Develop strong relationships with all stakeholders to ensure the appropriate delivery and communication of process improvement.
  • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
  • Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses.
  • Maintain security of customers account information by adhering to the Privacy Act.
  • Identify and interpret digital trends and propose the appropriate actions to increase the level of engagement from customers.
  • Participate in a variety of projects as requested, including explorations of system or process improvements. 

 

The ideal candidate should possess:

  1. A Diploma in any discipline with credit in English
  2. Minimum 1 year experience in a fast paced Customer Service industry

 

 

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.