Order Management Executive

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

Be a part of something BIG!

HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for an Order Management Executive to manage the end-to-end customer order lifecycle, ensuring orders are accurately validated, processed, tracked, and completed within established service levels while maintaining operational governance and customer satisfaction.

Make An Impact By

• Order Review & Validation
  • 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.
  • Decompose customer orders and determine the appropriate order types for processing.
• Order Processing & System Management
  • Create and manage customer orders in relevant order management systems, including CRM, ESOM, NGNIS, CRS, EWS, and QS.
  • Ensure the proper linkage of order components (e.g., project, billing dependency, circuit, and services).
  • Access and update customer records, order status, and required order components accurately.
  • Process order amendments and maintain customer-required dates (CRDs) throughout the order lifecycle.
• Customer & Account Management
  • Issue customer order acknowledgements and maintain timely communication throughout the order fulfilment process.
  • Create and maintain customer and billing accounts, including:
    • New account setup
    • Customer detail updates
    • User, network, and service information updates
• Cross-Functional Coordination
  • Collaborate closely with Sales, internal teams, and order takers to ensure timely and accurate order creation.
  • Coordinate with Managed Services Procurement (MPE) and Data Procurement (DPE) teams where required.
  • Manage credit management feedback and billing-related coordination.
  • Support number management activities, including service number assignment.
• Order Tracking & Performance Management
  • Monitor and update order logs to ensure accurate progress tracking and reporting.
  • Ensure adherence to turnaround times (TAT) and service level agreements (SLAs).
  • Prepare operational statistics, reports, and analysis to support service performance and operational reviews.
• Documentation & Compliance
  • Maintain complete and accurate order documentation and records.
  • Ensure compliance with internal operational procedures, governance requirements, and audit standards.
  • Maintain orderly filing and documentation to support operational traceability.
• Issue Management
  • Identify and resolve order processing issues in a timely manner.
  • Escalate complex issues or processing delays to management when appropriate.
  • Contribute to continuous improvement by identifying opportunities to enhance operational efficiency.

Skills For Success

• 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.
• Knowledge of telecommunications products and services, including Voice, Data Connectivity, or Digital Services, is an advantage.
• Strong attention to detail with the ability to process orders accurately and efficiently.
• Good analytical and problem-solving skills with the ability to resolve operational issues.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities and work effectively in a fast-paced operational environment.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.

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