Customer Care Officer/ Senior Customer Care Officer (Contact Centres)
D09 Cairnhill, Killiney, Leonie Hill, Orchard, Oxley
Manage enquiries for at least 2 of the different services below (Dual-Skilled or End-End).
Postpaid Mobile General Enquiries and Billing
Home General Enquiries & Billing
Prepaid General Enquiries and Billing
Mobile Technical Helpdesk
Home Technical Helpdesk
Provide a consistent and appropriate voice for the company through chat support in a timely manner.
Communicate politely and timely with customers on their enquiries, requests and/or complaints and convert them into a positive experience.
Address all applicable chats at first point of contact to avoid repetitive enquiries.
Provide appropriate assistance and solution to customers on SingTel products and services according to their need and requirement.
Provide outbound calls to customers in situations where it is more complicated and more productive to communicate via voice calls. Provide outbound calls when customers are frustrated with the chat service or require urgent attention to resolve their issues.
Handle multiple customers at one time and maintain with certain level of efficiency.
Provide better and seamless experience to customers, with better customer experience score and net promoter score.
Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow-up, or process-order.
Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses.
Maintain security of customers account information by adhering to the Privacy Act.
The Ideal Candidate
At least Diploma in any discipline
Experience in Contact Centre environment will be an advantage
Proficient in Microsoft Office applications, with the ability to multi-task with several online applications at one time.
Possess strong customer service orientation and proven excellent customer service skills with demonstrated ability to interpret customer needs correctly
Demonstrate creative problem solving and negotiation skills
Effective interpersonal skills. Able to relate well to people at all levels
Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well
Fast learner, target-driven, self-motivated, willing to take on challenges and must enjoy a fast-paced and dynamic environment
Independent and able to work under minimal supervision.
Pleasant disposition and warm personality
Excellent communication skills in the English language, both verbal and written, and a second language.
Willing to work on rotating shift
Shape and drive the information age with Asia’s leading digital multimedia and solutions group. While we take pride in our 130-year heritage, our philosophy is to always look forward and evolve. Today, we are a leader in cutting-edge ICT innovations and digital advances, powered by a vast network of offices in countries and territories across Asia Pacific, the Middle East, Europe and the USA.
Come be a part of our dynamic organisation, as we create the infocomms landscape of the future.
A Global Player
We're Asia's leading communications group, with a vast network of offices in countries and territories across Asia Pacific, the Middle East, Europe and the USA.
While we take pride in our 130 year old heritage, we are constantly looking towards the future because the way people and businesses communicate, create and collaborate is always evolving.
Yet more than just enabling businesses to keep profitably engaged, and helping people stay connected to the ones they love especially in today's mobile world, we want to keep our customers delighted because they are at the heart of everything we do and our purpose is to bring joy to them.
So that is why we are transforming ourselves into a truly multimedia company, which provides lifestyle, social and business innovations that connects people to the experiences that matter to them.
And to be able to do that, we continue to lead the way in cutting-edge ICT innovations and are pioneering digital advances that shape and drive the information age.
As a result, we're creating a more dynamic organization, with a range of new career opportunities in order to stay at the forefront.
So if you want to be a big part of this, and help us co-create amazing, while growing in an environment that encourages you to pursue your passions and supports your career and personal development, then this is the place to be.
Our Core Businesses
Singtel offers a comprehensive portfolio of services across our 3 global business units - Consumer, Group Enterprise, and Group Digital L!fe covering the Singapore and Australia markets and operations in our Singtel Global Offices worldwide. As part of our growth strategy, our partnerships with Joint Venture associates in South Asia and Africa even further expands our reach. Career development opportunities are abundant within the Group’s global network and wide range of disciplines.
At Singtel, our core values of Customer Focus, Challenger Spirit, Teamwork, Integrity and Personal Excellence define the way we work.
To realize our vision of being the region's leading multimedia and ICT solutions company, we are committed to helping our people Connect & Grow. This value reflects our commitment to build strong relationships among our people and develop them across the company. It is tailored to meet every time and need across our diverse organization.
Singtel embraces equal opportunity employment practices to ensure a safe and respectful workplace for our employees. We strive to create a nurturing environment where our employees can grow and develop through innovative learning and training. Every employee is empowered to apply their talents and interests to pursue meaningful and challenging careers whilst enjoying work-life harmony.
With over 90 nationalities represented in our global workforce, we have an invaluable diversity of backgrounds, ideas, and perspectives. This multifaceted variety of local and global experiences helps us to realize our aspirations in a global market.
Our People Awards
Singtel is committed to excellent People Management practices. We are honoured to have been recognised with these awards in the past few years:
HRM Awards Best HR Leader - Aileen Tan, GHDR Best Performance and Productivity Best Use of Social Media – Special Recognition Best Engagement Strategies – Special Recognition
Singapore Health Award 2014 Platinum Award
2014 Aon Hewitt Top Companies for Leaders Top Companies for Leaders: Global Winner Top Companies for Leaders: South East Asia Winner
The Singapore HR Awards 2014 Corporate HR Award HR Advocate Award CSR Leading Practices Award in Learning & Development Leading Practices Award in Talent Management Leading Practices Award in HR Strategy Leading Practices Award in CSR