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.
Job Description
- Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Port In, Activation of Value-Added Services (VASes), Re-contracting, etc for Business segment customers.
- Assist on billing query, resolve billing issues, and perform billing adjustments if required.
- Answer general customer service questions from Single Point of Contact (SPOC)/subscribers and Account managers, 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 systemCRM.
- Ensure Standard Operating Procedure (SOP) are properly followed and carried out.
- 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 to meet and exceed department standards.
Fresh graduates are welcome to apply
**For candidates with experience:
- Best if candidate has experience with any telco.
- Has background on order management / process request / customer service
