Job Description

• Provide quality customer service to SingTel customers either by telephone or electronically
• Respond and follow up promptly to customer enquiries
• Handle and resolve complex cases to ensure customer satisfaction
• Obtain and evaluate all relevant information to handle enquiries and complaints
• Process orders, forms, applications and requests
• Record details of enquiries and customer interactions including actions taken
• Work effectively with a variety of situations, individual and groups
• Communicate and coordinate with internal departments at all levels
• Demonstrate effective telephone techniques that meet Quality Assurance standards
• Acquire multiple product knowledge to enhance ability to understand customer needs across different SingTel products.
• Identify processes, procedures and workflow improvements and assist in the implementation
• Meet and/or exceed all individual and team Key Performance Indicators (KPI) set by the management
• Perform mandatory verification according to defined verification processes prior revealing any of customer’s information.
• Provide customers with information on the SingTel’s products and services accurately & efficiently in first contact. Hence adhere to the given SOP.
• To ensure punctuality and no tardiness
• To render consistent quality service ensuring customer experience
• To log call outcomes accurately in the customer management system (ICONS) and ensure that notes made are sufficient to enable any staffs to take a follow-up call from the customer.
• To provide support to other team members and the Team Leader as required and to participate in regular team meetings.
• Ensure follow-ups are done as per promised hence no failed call backs.
• Flexible to be able to handle multiple language queues as well other hotline service queue should it is needed.

Job Requirements

• Qualifications: SPM, STPM & Professional Certificate / Diploma in Any field. 
• Experience:Minimum 3 years of relevant experience in call center environment.
• Language Required: English, Mandarin is added advantage.
• Required to work on weekend & public holiday.
• Ability to work under pressure in a stressful environment.
• Proper phone etiquette.
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing (minimum 30 words per minute) and grammar.
• Knowledge of relevant software computer applications and equipment.
• Knowledge of customer service principles and practices.
• Effective listening skills.
• Willingness to co-operate with others and work to the greater good.
• Multi-tasking capabilities.

Additional Info