This position is at support staff level, reporting to Team Lead (TL) / Assistant Operations Manager (AOM) / Operations Manager (OM).
The candidate is responsible for the daily operation in Corporate Mobile Operations (CMO). A successful candidate is able to deliver a positive customer interaction, is dependable, seeks to learn, and is coachable.
Responsible for interfacing with customers, sales specialist to handle a variety of pre-sales / post-sales service functions.
Responds to and / or provides assistance to external customers such as mobile order fulfillment processes, application assistance, product information and contract issues / administration.
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 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.
The ideal candidate should possess :
Requires a 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
Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
Familiar with MS Office