Job Description

As a Customer Service Consultant, you will be the provider of great customer experience. You will build rapport by interacting with customers [from end-users to distribution partners] via email and telephone, providing solutions that exceeds expectations.

As a Customer Service Consultant, you will be the provider of great customer experience. You will build rapport by interacting with customers [from end-users to distribution partners] via email and telephone, providing solutions that exceeds expectations.

Adecco is collaborating with a market leading SatCom MNC with more than 40 years of heritage. Our client is at the forefront of providing voice and high-speed data communications for users on land, air and sea and across the world.

They are hiring for a Customer Service Consultant who will be at the front line of interacting with a wide range of customers.

Customer Service Specialist | SatCom MNC | Up to SGD4800/month

Job Responsibilities:

• Responding to requests for customer assistance in person, via telephone, electronically within the agreed SLAs.
• Logging, updating, and creating tasks as required on SNOW.
• Handling incoming calls and logging, updating, and creating tasks for customer queries and cases as required using corporate CRM systems.
• Handling customer complaints in accordance with the complaints procedure, updating internal systems.
• Liaising closely with internal and external customers to provide regular updates on customer queries.
• Research customer issues, referring to a local directory of information to handle customer queries.
• Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations.
• Checking invoices on behalf of billing and providing customer updates as required.
• Providing call data records for customer usage as required by customers.
• Troubleshooting of network, hardware, and application issues, updating systems and customers as required.
• Managing assigned cases in line with customer expectations and departmental SLAs and KPIs.
• Liaise closely with customers, providing updates and or appropriate action to resolve queries.
• Identifying and escalation to management situations requiring urgent attention.
• Staying current with system and product information, changes, and updates
• Other duties as required by the line manager.
• May include weekends on certain weeks [OT Pay Given if scheduled; Shift Allowance given if on Public Holiday]

Job Requirements:

• Prior Call Center Envrionment Experience is a strong advantage
• Customer-Centric
• Team Player
• Professional telephone mannerism
• Telecommunications background is a plus

• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
• Understanding of network concepts (LANs and WANs)
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi\xc2\xae and Bluetooth\xc2\xae
• Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
• An awareness of different types of computer-based applications and the data they generate.
• Capability to operate within a multilingual customer base
• Capability to communicate effectively at all levels
• Capability to conduct initial troubleshooting and diagnostics on all enquiries.
• Ability to assimilate information and respond accordingly
• IT Savvy

Next Step:

• If you are looking for a role where you can contribute effectively and challenge yourself, please send your resume in Word/PDF format to gordon.quek@adecco.com with your name, current (basic, AWS, allowances, bonus and comms) and expected salary.
• We regret to inform only shortlisted candidates will be contacted

Gordon Quek Yu Liang
Direct Line: 9679 3422
EA License No: 91C2918
Personnel Registration Number: R21101039

Adecco