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    Customer Service Intern #GeneralInternship - Singapore - SingTel

    SingTel
    SingTel Singapore

    3 weeks ago

    Default job background
    Full time Retail
    Description

    Job Description :

    At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact andGrow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

    Be a part of something BIG

    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.

    Make an Impact by:

    • 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
    • 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 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 in order to meet and exceed department standards.

    Skills for Success:

    • Minimum a Diploma in any discipline
    • Commit a minimum period of 6 months
    • Able to speak and write fluent English
    • Good customer service and effective communication skills
    • Ability to handle difficult calls and emails in a professional manner
    • Display initiative and willingness to learn
    • Familiar with MS Office
    • Ability to work under pressure
    • Well organized and meticulous


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