Customer Service Executive (1 year agency contract)

Singapore Telecommunications Limited; Singapore; Hybrid; SGD 33,000 - 47,000; Full time

Benefits offered by this job

Hybrid work arrangements

Health and wellness benefits

Training and development programs

Internal mobility opportunities

Job summary

Singtel Group Enterprise is seeking a Customer Service Executive to support busy teams, resolve inquiries, and build lasting customer relationships. This role emphasizes problem solving, collaboration, and delivering excellent service across multiple touchpoints.

The position offers a hybrid work arrangement, health and wellness benefits, ongoing training, and opportunities for internal mobility within a diverse, inclusive environment.

Qualifications

• Diploma in any discipline.
• Minimum of 1 year of experience in a customer service environment.
• Ability to speak and write fluent English.
• Strong customer service and communication skills.
• Ability to handle difficult calls and emails professionally.
• Proactive, eager to learn and manage multiple requests with time constraints.
• Proficient with MS Office.

Responsibilities

• Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value-Added Services (VASes), Re-contracting, etc.
• Assist to billing query, resolve billing issues and perform billing adjustments if required.
• Answer general customer service questions from SPOC/subscribers, explain multiple mobile product features, and transfer requests to other departments when needed.
• Document all actions provided to order taker via internal system.
• Ensure SOPs and WIs are properly carried out and training is provided to staff; keep SOPs updated.
• Meet Customer Experience targets as set by management.
• Monitor and ensure daily SLA for ticket resolution within 4h/7h/9h.
• Adhere to health, safety & environmental policies and quality & security standards.
• Follow established procedures to provide quality customer service.

Skills

Fluent English

Customer service

Communication

Problem solving

Education

Diploma in any discipline

Tools

MS Office

Job description

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact andGrow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

Be a part of something BIG!

This role is situated within the Singtel Group Enterprise, which focuses on helping businesses of all sizes prepare for this smart, hyper-connected future. With our enterprise solutions and advanced cyber security capabilities, we can help businesses transform, accelerate their digital transformation, realise the possibilities enabled by new and disruptive technologies, and unlock new growth opportunities.

You’ll love this role if you get your kicks by helping others. We’re looking a passionate and dedicated Customer Service Executive who loves solving problems and creating long term customer relationships. This is a great opportunity if you would like to be a part of a successful customer-centric team. You will also have plenty of opportunities to make your mark in the organisation, such as by getting involved in process-improvement projects and strategic initiatives, while cultivating stakeholder management and leadership skills during the process.

Make an Impact by

• Coordinating and processing New Mobile Applications, SIM Activation, Line Transfer, Activation of Value-Added Services (VASes), Re-contracting, etc.
• Assist to billing query, resolve billing issues and perform billing adjustments if required.
• Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customer’s request to other department to obtain specific information if required.
• Document all actions provided to order taker via internal system.
• Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, and proper training provided to all staff and maintain constant update to these SOP if required.
• Meet Customer Experience (CE) target set by management.
• Perform duties as and when assigned by the Superior.
• Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met.
• Abide to Singtel Health, Safety & Environmental policies and Quality & Security standards are executed and maintained at all times at the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

Skills for Success

• Diploma in any discipline

• Minimum of 1 year of experience in a customer service environment
• Able to speak and write fluent English
• Good customer service and effective communication skills
• Ability to handle difficult calls and emails in a professional manner
• Display initiative and willingness to learn
• Able to manage multiple service requests with strict time limits on an ongoing basis
• Familiar with MS Office

Rewards that Go Beyond

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

Your Career Growth Starts Here.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.