Order Management Executive

Singtel Group; Kuala Lumpur; On-site; MYR 33,480 - 66,960; Full time

Job summary

Singtel Group in Kuala Lumpur is seeking an Order Management Executive to oversee the end-to-end order lifecycle, ensuring orders are validated, processed, tracked, and completed within service levels. You will coordinate with Sales and internal teams to maintain accuracy and customer satisfaction.

The role requires 3+ years in order management or related operations, a Diploma or Bachelor's degree, and experience with CRM and order systems. Based in Malaysia, onsite at the Shared Services Centre.

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.
• 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.

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.
• Decompose customer orders and determine the appropriate order types for processing.
• 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.
• Issue customer order acknowledgements and maintain timely communication throughout the order fulfilment process.
• Create and maintain customer and billing accounts, including: New account setup; User, network, and service information updates.
• 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.
• 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.
• 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.
• 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

Order management

Customer service

Stakeholder management

Attention to detail

Analytical skills

MS Excel

Education

Diploma or Bachelor's Degree

Tools

CRM systems

ESOM

NGNIS

CRS

EWS

QS

Job description

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SayHELLO 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.

Order Management Executive

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:

1. 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.

2. 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.

3. 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
• User, network, and service information updates

4. 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.

5. 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.

6. 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.

7. 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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