Role Summary
Provide superior customer service to StarHub consumers by handling enquiries, billing matters, technical support, and complaint recovery through phone and email. Ensure timely resolution, accurate information delivery, and strong customer experience across all StarHub services.
Responsibilities
- Handle customer enquiries on products, services, billing, and technical issues for StarHub Mobile, Entertainment, Smart Life, and new consumer services.
- Perform technical troubleshooting and provide end-to-end resolution or escalate cases in line with internal SLAs.
- Manage customer recovery for survey detractors (06 rating), resolving complaints and enhancing customer satisfaction.
- Track and follow up on all cases, ensuring accurate call logging and timely responses.
- Provide feedback on customer issues, service gaps, and process improvements to management.
- Support call surges, product launches, service outages, and outreach campaigns through inbound and outbound calls.
- Assist with ad hoc onsite support and participate in operational or administrative projects as required.
Requirements
- Diploma in IT/Computer Studies/Networking preferred; or A-levels with relevant experience.
- 12 years experience in customer service or tech support (fresh graduates welcome).
- Strong communication, problem-solving, and interpersonal skills.
- Tech-savvy, enjoys working with gadgets, and able to work under pressure.
- Proficient in English and Chinese or one additional language.
- Adaptable team player able to work rotating shifts, weekends, and public holidays.
