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Senior Social Media Relations Officer

Date: 08-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



Conduct in-depth investigation and analysis and to resolve/reply to customer’s queries, requests and complaints received via social media in a timely manner. To reduce the number of escalated complaints by investigating cause of complaints and recommending improvement plans.


Key Responsibilities: 


•    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. 


•    A Diploma in any discipline with credit in English with at least 3 years relevant working experience in fast paced environment and service industry. Preferably with 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 
•    Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well 
•    Ensuring a positive customer experience, providing regular updates and clarification.
•    Independent and able to work under minimal supervision. 


Non-Technical/Soft Skills Required

•    Pleasant disposition and warm personality 
•    Effective interpersonal skills. Able to relate well to people at all levels 
•    Willingness to learn 
•    Adaptability to change and willing to work on shift 
•    Possess strong command of written and spoken English
•    Solutions-oriented approach and strong communication skills
•    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



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.