Customer Care Officer/ Senior Customer Care Officer (Contact Centres)

  • Singtel
Admin|Human Resources 1 Year Diploma
D09 Cairnhill, Killiney, Leonie Hill, Orchard, Oxley

Job Description

JOB DESCRIPTION

  • 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
 

Job Role

Customer service

Position Level

Junior Executive