Customer Service Executive (1 year agency contract)

About the Role

This position sits within Singtel Group Enterprise, the business unit focused on enabling companies of every size to thrive in a rapidly connected, digital-first future. The team delivers enterprise solutions and advanced cybersecurity capabilities that help customers transform their operations, speed up digital adoption, and capture new growth opportunities.

Join a collaborative and inclusive workplace that values belonging, impact, and growth. This opportunity is well suited to someone who enjoys solving problems, supporting customers, and building lasting working relationships, while also contributing to process improvements and strategic projects.

Key Responsibilities

• Handle new mobile application processing, SIM activation, line transfer requests, activation of value-added services, recontracting, and related tasks.
• Support billing enquiries, investigate billing concerns, and make billing corrections where needed.
• Respond to general questions from SPOCs and subscribers, explain mobile product features, and route queries to the appropriate team when specialist input is required.
• Record all completed actions in the internal system for the order taker.
• Follow SOPs and work instructions accurately, help provide training where needed, and keep procedures updated when changes arise.
• Work toward customer experience targets set by management.
• Carry out additional duties assigned by the supervisor.
• Track daily SLA commitments and ensure ticket resolution targets of 4 hours, 7 hours, and 9 hours are met.
• Follow health, safety, environmental, quality, and security requirements at all times in the workplace.
• Deliver service in line with CMO procedures and guidelines while maintaining and exceeding department standards.

Requirements

• Diploma qualification in any field.
• At least 1 year of experience in a customer service setting.
• Strong written and spoken English communication skills.
• Good interpersonal skills and a customer-focused approach.
• Ability to manage difficult phone calls and emails professionally.
• Self-driven attitude and willingness to learn.
• Comfortable handling several service requests under tight deadlines on an ongoing basis.
• Working knowledge of Microsoft Office.

Benefits

• Hybrid work arrangement.
• Comprehensive health and wellness benefits.
• Access to ongoing training and development opportunities.
• Internal mobility options within the organisation.

Additional Information

This is a 1-year agency contract based onsite in Singapore, Singapore. Candidates must be fully vaccinated, as the organisation requires prospective employees to meet vaccination requirements for the safety of employees and customers.

Company Values

The organisation is committed to creating an equitable, caring, and diverse workplace where employees can grow personally and professionally while contributing to a sustainable future.