Job Description

Responsibilities:

• Coordinate and process New M2M/IoT/5G Applications/Services, SIM Activation, SIM Transfer, Activation of M2M/IoT/5G Value Added Services (VASes), Re-contracting, etc. for Group Enterprise customer
• 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, where appropriate, transfer/guide 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 always executed and maintained at the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
  

• Diploma in any discipline
• 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 basic
• Familiar with MS Office