Job Description
Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, etc.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, 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 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 response time within 1 hour and 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.
Responsibilities + Skills
Education
Requires a minimum of 2 years of experience in a customer service environmentAble to speak and write fluent EnglishGood customer service and effective communication skillsAbility to handle difficult calls and emails in a professional mannerDisplay initiative and willingness to learn
Experience
