Customer Service Executive (1 Year Agency Contract)

About the Role

Join Singtel's Group Enterprise division committed to supporting businesses through digital transformation and innovative technology solutions. We seek a passionate and dedicated Customer Service Executive who thrives on problem-solving and building lasting customer relationships. This role offers a chance to participate in process improvement and strategic initiatives, while honing stakeholder management and leadership capabilities.

Key Responsibilities

• Manage New Mobile Applications, SIM activation, line transfers, Value-Added Services activation, recontracting, and related tasks.
• Address billing inquiries, rectify billing issues, and perform necessary billing adjustments.
• Respond to general customer service queries from Single Point of Contact (SPOC) and subscribers, clarify features of multiple mobile products, and escalate requests to other departments as needed.
• Accurately document all actions taken within the internal system.
• Ensure compliance with Standard Operating Procedures and Work Instructions, provide training to staff, and maintain periodic updates to SOPs.
• Achieve Customer Experience targets established by management.
• Perform additional tasks as assigned by supervisors.
• Monitor and ensure adherence to daily Service Level Agreements for ticket resolution within required timeframes of 4, 7, or 9 hours.
• Follow Singtel's Health, Safety & Environmental policies and maintain Quality and Security standards consistently.
• Comply with established CMO procedures to deliver quality customer service surpassing departmental standards.

Required Qualifications and Skills

• Diploma holder in any discipline.
• At least one year of experience in a customer service setting.
• Fluent in spoken and written English.
• Strong customer service orientation with effective communication capabilities.
• Competent in professionally managing challenging calls and emails.
• Proactive attitude with eagerness to learn.
• Capability to multitask and handle multiple service requests within strict deadlines.
• Proficiency in Microsoft Office applications.

Benefits and Work Environment

• Hybrid work arrangement options.
• Comprehensive health and wellness benefits.
• Continuous training and professional development programs.
• Opportunities for internal career mobility.

Additional Information

At Singtel, we are committed to fostering inclusive, forward-thinking workplaces where employees feel a sense of belonging and have opportunities for growth. We require all new hires to be fully vaccinated to maintain a safe and healthy environment for employees and customers alike. Join us to contribute to meaningful impact and sustainable progress.