Customer Care Officer- SME Tech Evolve

Singtel Group; Malacca City; On-site; MYR 30,000 - 40,000; Full time

Job summary

A telecommunications company in Malaysia is seeking a Customer Care Officer. You will handle customer fault reports regarding Business Fiber Internet and Singtel TV, ensuring effective resolution and adherence to service level agreements. The ideal candidate will have a diploma or degree in Business Studies and at least one year of experience in a contact centre. Full suite of health and wellness benefits is offered, along with ongoing training programs.

Benefits

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Qualifications

• Minimum 1 year working experience in a contact centre environment.
• Able to support in 24 x 7 rotational shift basis and Public Holiday.

Responsibilities

• Manage Business Fibre Internet and Singtel TV fault report issues via inbound calls.
• Perform follow-up with customers to ensure end-to-end resolution.
• Log all customer interactions accurately in the system.

Skills

Interpersonal and communication skills

Customer-oriented

Ability to perform under pressure

Technical knowledge about networking

Education

Diploma or Degree in Business Studies/Administration

Job description

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As a Customer Care Officer, you are responsible to provide excellent customer service by contacting customers for fault report issuess related to Business Fiber Internet, Singtel TV and Business Digital.

Make an Impact by:

• Manage Business Fibre Internet, Singtel TV, Business Digital Line, Singnet Wireless connection fault report issues via inbound call and internal escalation mailbox
• Performfollow up with customer to ensure end to end resolution
• Perform escalation to respective resolver’s team for non-FCR cases. E.g. Network issues related to Unable to Send / Receive Email, Unable to surf certain website and Speed Latency.
• Ensure fault report ticket are created in system.
• Log all customer interactions and issues accurately in the system.
• Adhere to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
• Contribute to the knowledge base by documenting common issues and solutions.
• Ad-hoc task assign by direct superior.

Skills for Success:

• Diploma or Degree graduate in Business Studies/Administration.
• Minimum 1yearworking experience in contact centre environment.
• Good interpersonal and communication skill
• Customer oriented which places meeting the customers’ need as top priority.
• Basic technical knowledge about networking would be added advantage.
• Ability to perform in a fast-paced environment & work well under pressure.
• Able to support in 24 x 7 rotational shift basis and Public Holiday.

Rewards that Go Beyond:

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

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