Customer Care Officer - SME Tech Evolve

Singtel Group; Malacca City; On-site; MYR 24,000 - 36,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Care Officer to enhance customer experiences through effective communication and problem resolution. In this role, you will manage fault reports for Business Fibre Internet and Singtel TV, ensuring timely and accurate responses to customer inquiries. Your contributions will help maintain high service levels while you develop your skills in a supportive environment. Join a company that values your growth and offers a full suite of health and wellness benefits, along with ongoing training and development opportunities, to help you thrive in your career.

Benefits

Health and Wellness Benefits

Ongoing Training Programs

Internal Mobility Opportunities

Qualifications

• Minimum 1 year of experience in a contact center environment.
• Customer-oriented mindset with strong communication skills.

Responsibilities

• Manage fault report issues for Business Fibre Internet and Singtel TV.
• Ensure end-to-end resolution and log customer interactions accurately.

Skills

Interpersonal Skills

Communication Skills

Customer Service Orientation

Basic Networking Knowledge

Education

Diploma in Business Studies

Degree in Business Administration

Job description

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Role Overview

As a Customer Care Officer, you are responsible for providing excellent customer service by contacting customers regarding fault report issues related to Business Fibre Internet, Singtel TV, and Business Digital.

Make an Impact by:

• Managing fault report issues for Business Fibre Internet, Singtel TV, Business Digital Line, and Singnet Wireless connection via inbound calls and internal escalation mailbox.
• Following up with customers to ensure end-to-end resolution.
• Escalating to the respective resolver’s team for non-FCR cases, such as network issues related to email problems, website access, or speed latency.
• Ensuring fault report tickets are created in the system.
• Logging all customer interactions and issues accurately.
• Adhering to service level agreements (SLAs) and performance metrics like response time, resolution time, and customer satisfaction.
• Contributing to the knowledge base by documenting common issues and solutions.
• Performing ad-hoc tasks assigned by the direct superior.

Skills for Success:

• Diploma or Degree in Business Studies/Administration.
• Minimum 1 year of working experience in a contact centre environment.
• Good interpersonal and communication skills.
• Customer-oriented mindset, prioritizing customer needs.
• Basic technical knowledge about networking is an added advantage.
• Ability to perform in a fast-paced environment and work well under pressure.
• Willingness to support a 24x7 rotational shift basis, including public holidays.

Rewards that Go Beyond:

• Full suite of health and wellness benefits.
• Ongoing training and development programs.
• Internal mobility opportunities.

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