Customer Service Executive (1 year Direct Contract)

SINGAPORE TELECOMMUNICATIONS LIMITED; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading telecommunications provider in Singapore is seeking a Customer Service Executive to enhance client satisfaction. The role involves managing inquiries, resolving issues, and ensuring services meet established standards. Candidates should have a diploma and a minimum of 2 years of experience in customer service, along with strong communication skills. Apply now to embark on a rewarding career!

Qualifications

• Minimum of 2 years of experience in a customer service environment.

Responsibilities

• Managing client inquiries and resolving issues.
• Coordinating and processing mobile applications and activation.
• Assisting with billing queries and performing adjustments.
• Answering customer service questions and transferring requests.
• Documenting actions and ensuring SOP adherence.
• Meeting Customer Experience targets.
• Monitoring Service Level Agreements for ticket response and resolution.
• Maintaining workplace safety and quality standards.

Skills

Fluent in spoken and written English

Good customer service and effective communication skills

Ability to handle difficult calls and emails professionally

Display initiative and willingness to learn

Manage multiple service requests under time limits

Familiar with MS Office

Education

Diploma in any discipline

Job description

Be a Part of Something BIG!

As a Customer Service Executive for the Enterprise Team, you will play a crucial role in ensuring our enterprise clients receive outstanding service and support.

You will be responsible for managing client inquiries, resolving issues, and maintaining strong relationships to enhance customer satisfaction and loyalty.

Make an Impact by:

• Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, etc.
• Assist with billing queries, 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 departments to obtain specific information.
• Document all actions provided to order taker via the internal system.
• Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, provide proper training to all staff, and maintain constant updates to these SOPs as required.
• Meet Customer Experience (CE) targets set by management.
• Perform duties as and when assigned by the Superior.
• Monitor and ensure daily Service Level Agreement (SLA) for ticket response time within 1 hour and resolution within 4‑hour/7‑hour/9‑hour is met.
• Abide by Singtel Health, Safety & Environmental policies and Quality & Security standards, maintaining them at all times in the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service to meet and exceed department standards.

Skills for Success

• Diploma in any discipline.
• Minimum of 2 years of experience in a customer service environment.
• Fluent in spoken and written 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.
• Manage multiple service requests with strict time limits on an ongoing basis.
• Familiar with MS Office.

Are you ready to say Hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!