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Senior Customer Care Officer (Home Premium Services)

Date: 15-Nov-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



Objective: Interacts with customers through phone to provide effective service to every customer by building a personal relationship with each caller, using the appropriate skills, tools and techniques for their requirement and ensuring that each call is either closed or escalated within the agreed timescales by owning each call.


Job Description 

  • Provide quality customer service to SingTel customers either by telephone or electronically
  • Respond and follow up promptly to customer enquiries
  • Handle and resolve complex cases to ensure customer satisfaction
  • Obtain and evaluate all relevant information to handle enquiries and complaints
  • Process orders, forms, applications and requests
  • Record details of enquiries and customer interactions including actions taken
  • Work effectively with a variety of situations, individual and groups
  • Communicate and coordinate with internal departments at all levels
  • Demonstrate effective telephone techniques that meet Quality Assurance standards
  • Acquire multiple product knowledge to enhance ability to understand customer needs across different SingTel products.
  • Identify processes, procedures and workflow improvements and assist in the implementation
  • Meet and/or exceed all individual and team Key Performance Indicators (KPI) set by the management


The Ideal Candidate 

  • Min. Diploma
  • At least 2 years in customer service/ 1 year call center experience
  • Computer literacy (E-mail & MS applications)
  • Will be an advantage for candidate with knowledge in the following area: Mobile Technology: Blackberry, iPhone and other Smart phones (Android, Windows 7 & Symbian) Multi-media Technology: ADSL, Wifi and Fiber Broadband
  • Strong team player
  • Self-driven individual with a positive attitude
  • Customer-oriented with good interpersonal and communication skills (oral and written)
  • Pleasant disposition and personality
  • Highly adaptable to a fast-paced and dynamic environment
  • Problem analysis and problem-solving skills
  • Willing to work rotating shifts, if applicable



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.