Senior Customer Care Officer (Mobile Premium Services)

We are seeking a Senior Customer Care Officer who has a strong sense of customer focus with good problem solving skills and is able to maintain a high level of patience and resilience on a day to day basis working in a fast paced and highly dynamic contact centre environment.
 

• The selected candidate must be able to work effectively as an individual and also as a team player not only to meet his or her own targets but contribute to the overall goals and objective of the department and SingTel was a whole.
• Managing incoming calls and making outbound calls to customers on their mobile related queries/cases.
• Study and analyze customer dispute cases by demonstrating good mind mapping, understanding and problem solving skills.
• Liaise with other stakeholders for fact findings so as to reach to a fair and acceptable customer solutions.
• Use of CRM systems to retrieve and communicate customer data and details in a clear and concise manner.
• To conscientiously and diligently follow up with all customer requests and call backs committed.
• To achieve a superior customer experience through the delivery of quality service excellence.
• Able to multi task effectively when liaising with customers, internal stakeholders and departments.
• To proactively upsell and cross-sell Singtel’s product and services whenever possible for a complete solution.
• To take on any task and duty appropriately assigned by his or her superior.

The ideal candidate should possess:

• Minimum Diploma holder for both locals and foreigners
• Preferably have worked in a customer contact centre environment for at least 6 months.
• Must have a minimum of one year relevant customer service experience.
• Must be well spoken and have a pleasant disposition.
• Must be an effective team player.
• Must be self-motivated and possess a strong drive to succeed
• Must be willing to work shifts and on weekends.
• Related and relevant experience in the telecommunications industry is preferred.