The purpose of this role is to provide a high level of customer service by acting as a liaison between consumers and the business, ensuring that all customers receive outstanding service. The Customer Support - Singapore Telco is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.
Manage customer service, provisioning and support activities, recognizing that these are closely connected with the day-to-day customer experience
To provide exceptional customer service in every customer interaction (voice, chat, social media, and email) with the ultimate aim of providing first call resolution.
Identify ongoing service issues and recommend solutions to the Head of Service
Maintain an awareness of customer needs and potential service issues through regular telephone contact, including escalated calls
Support the team in the identification of and action on potential selling opportunities to generate revenue, whilst providing suitable solutions to customers’ requirements.
Ensure active promotion of products and services based on customer needs and the product options available
Provide well-rounded, prompt, high-quality, and professional client service at all times
Perform call-backs to key customers to ensure that they are happy with the telephone, wireless and/or broadband service and product received and investigate any arising sales/support opportunities as needed
Examine work orders and identify and allocate necessary parts and equipment; track and inventory existing parts, deliveries, documentation, and orders
Perform data entry to record supplies, jobs, and time spent
Work with technical personnel as necessary to ensure trouble tickets are addressed quickly
Deal with all calls and enquiries politely, courteously, professionally and assertively
Handle and resolve customer complaints within the procedures and guidelines provided
Action Customer Service enquiries/escalations as requested by various business team customers
Liaise with vendors and/or third Party vendors when appropriate to ensure seamless service delivery
Candidate must possess at least an Associate or Bachelor’s/College Degree of any course
With previous SG Contact Support experience preferred
Experience in a fast-paced/high work volume sales and/or support roles
Self-motivated, enthusiastic with the ability to use own initiative, and shows willingness to learn
Proficiency in using Microsoft Office applications and is tech savvy
Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
Demonstrate commitment in upholding core values and behavioral standards
Excellent customer service, problem solving and analytical skills
Ability to be flexible and adaptable; able to maintain composure under pressure and highly stressful situations
With a strong command of the English language, both oral and written
Candidates must be amenable to working in the night and/or shifting schedule.
Willing to work in BGC, Taguig
25 Full-time position(s) available
How to Apply:
Send in your applications to firstname.lastname@example.org