Customer Service Executive

SINGAPORE TELECOMMUNICATIONS LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a Customer Service Executive for its Enterprise Team. In this role, you will manage client inquiries, resolve issues, and maintain strong relationships to enhance customer satisfaction. Ideal candidates should have at least 2 years of customer service experience, a Diploma, and excellent communication skills in English. You will coordinate service requests, handle billing inquiries, and ensure compliance with service standards.

Qualifications

• Minimum of 2 years of experience in a customer service environment.
• Ability to manage multiple service requests with strict time limits.

Responsibilities

• Coordinate and process New Mobile Applications and services.
• Assist with billing queries and resolve issues.
• Meet Customer Experience targets set by management.
• Ensure daily Service Level Agreements are met.

Skills

Fluent English

Customer service skills

Effective communication

Initiative and willingness to learn

Ability to handle difficult calls

MS Office familiarity

Education

Diploma in any discipline

Job description

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