Senior Social Media Officer

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.

What will your typical day look like?

• Point of contact for customers who channelled their feedback via means of Facebook, Twitter, and any other (social) media related channel/platform.
• Provide a consistent and appropriate voice for the company in the social media sphere in a timely manner.
• Maintain awareness of customer needs through regular contact and by taking actions that are tailored to the customers’ requirements.
• Communicate politely and timely with customers including but not limited to Facebook, Twitter, SMS, Email, letter and telephone calls.
• Co-ordinate with the relevant stakeholders to investigate and respond to customers in a timely manner.
• Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions.
• Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes 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.

Is this you?

• A Diploma in any discipline with credit in English.
• 3 years relevant working experience in fast paced environment and service industry, bonus if have 1-2 years of experience working in Social Media environment
• 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
• Independent and able to work under minimal supervision.
• Pleasant disposition and warm personality
• Effective interpersonal skills and willing to learn
• Adaptability to change and willing to work on shift
• Possess strong command of written and spoken English

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