End-to-End Order Management Specialist

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel KL Shared Services Centre is seeking an Order Management Executive to manage the end-to-end customer order lifecycle in Kuala Lumpur. You will validate orders, process them in key systems, track progress, and ensure completion within established service levels while maintaining governance and customer satisfaction.

Successful candidates will coordinate with Sales and internal teams, manage account setup and updates, and maintain accurate records throughout the order journey.

Qualifications

• Diploma or Bachelor’s Degree in Business, Information Technology, Telecommunications, Engineering, Supply Chain, or a related discipline.
• Minimum 3 years of experience in order management, customer service, service delivery, telecommunications operations, or a related operational environment.
• Experience processing customer orders, coordinating across multiple stakeholders, and working with order management or CRM systems.
• Familiarity with CRM, ESOM, NGNIS, CRS, EWS, QS, or similar enterprise order management systems is an advantage.

Responsibilities

• Review incoming customer orders and supporting documents to ensure completeness, accuracy, and compliance with internal requirements.
• Validate approvals and required documentation submitted by Sales and relevant stakeholders.
• Identify and resolve missing, incomplete, or ambiguous information with relevant requestors.
• Create and manage customer orders in relevant order management systems, including CRM, ESOM, NGNIS, CRS, EWS, and QS.
• Ensure linkage of order components (project, billing dependency, circuit, services) and update customer records.
• Process order amendments and maintain customer-required dates (CRDs) throughout the order lifecycle.
• Issue customer order acknowledgements and maintain timely communication throughout the order fulfilment process.
• Create and maintain customer and billing accounts, including new account setup and updates of customer details, user, network, and service information.
• Collaborate with Sales and internal teams to ensure timely and accurate order creation; coordinate with MPE and DPE teams when required.
• Monitor order logs for progress tracking; ensure adherence to TATs and SLAs; prepare reports for service performance reviews.
• Maintain order documentation and ensure compliance with internal procedures, governance, and audit standards.
• Identify and resolve order processing issues; escalate complex delays; contribute to continuous improvement.

Skills

Order management

CRM systems

Attention to detail

Analytical skills

Communication skills

Multi-tasking

MS Office (Excel/Word/Outlook)

Education

Diploma or Bachelor's Degree in Business/IT/Telecommunications/Engineering/Supply Chain

Tools

CRM ESOM/NGNIS/CRS/EWS/QS

Job description

Singtel KL Shared Services Centre is seeking an Order Management Executive to manage the end-to-end customer order lifecycle in Kuala Lumpur. You will validate orders, process them in key systems, track progress, and ensure completion within established service levels while maintaining governance and customer satisfaction.

Successful candidates will coordinate with Sales and internal teams, manage account setup and updates, and maintain accurate records throughout the order journey.