Customer Service Executive (1 year Direct Contract)

Singtel Group; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a Customer Service Executive to ensure outstanding support for enterprise clients. Responsibilities include managing inquiries, resolving issues, and maintaining client relationships to enhance satisfaction. Candidates should have a Diploma, with at least two years of experience in customer service and strong communication skills. This is a direct contract position offering opportunities for growth.

Qualifications

• Minimum of 2 years of experience in customer service environment.
• Ability to manage multiple service requests with strict time limits.
• Professional handling of difficult calls and emails.

Responsibilities

• Coordinate and process New Mobile Applications and SIM activations.
• Assist with billing queries and perform necessary adjustments.
• Document actions in the internal system for order takers.
• Monitor Service Level Agreements for ticket response and resolutions.

Skills

Fluent English

Customer service skills

Effective communication

Ability to handle difficult calls

Initiative and willingness to learn

Time management

Familiarity with MS Office

Education

Diploma in any discipline

Job description

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Customer Service Executive (1 year Direct Contract)

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

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 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 response time within 1 hour and 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
• Requires a minimum of 2 years 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
• Must demonstrate the ability to 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!