Senior Customer Care Officer

Digital Support Executives

Objectives/Purpose of the Job

To provide 24x7 online support for customers with their enquiries, requests, and/or complaints via digital support channels including, but not limited to, email, web chat, messaging, social medium.

Key Roles & 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. 

Pre-requisites & Competencies

• A Diploma or Degree in Marketing, IT, Business discipline and/or an equivalent qualification
• At least 1 year relevant working experience in a fast paced environment preferably in the Customer Service industry.
• Telecommunications background
• Experience in web chat, messaging, email, social medium in a call center environment would be an advantage.

Technical Skills Required

• Proficient in Microsoft Office applications
• Possess strong customer service orientation and proven excellent customer service skills
• Demonstrate ability to interpret customer needs correctly
• Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers
• Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well
• Independent and able to work under minimal supervision.

Non-Technical/Soft Skills Required

• Pleasant disposition and warm personality
• Willingness to learn
• Effective interpersonal skills. Able to relate well to people at all levels
• Excellent communication skills in the English language, both verbal and written (particularly with grammar and professionalism), and a second language.
• Excellent key-board skills, with the ability to multi-task with several online applications at one time.
• Ability to understand and use the technology
• Customer service oriented, target-driven, self-motivated and willing to take on challenges.
• Ability to build rapport with customers and understand their needs.
• A team player, must enjoy a fast-paced and dynamic environment, with proven ability to manage stress in a high volume work environment.
• Attention to detail.
• Ability to quickly absorb new information and support new products.
• Adaptability to change and willing to work on shift
• Must be an excellent communicator in engaging internal and external stakeholders
• Ability to work independently and collaborate with others as required to achieve desired objectives
• Demonstrate creative problem solving and negotiation skills