Overview

Customer Service Intern #GeneralInternship

Date: 14 Jul 2024

Location:

Singapore, Singapore

Company:
Singtel Group

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 and Grow 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

 

 

 

 


About Singtel

Headquartered in Singapore, Singtel has 140 years of operating experience and played a pivotal role in the country’s development as a major communications hub. Optus, our subsidiary in Australia, is a leader in integrated telecommunications, constantly raising the bar in innovative products and services.

We are also strategically invested in leading companies in Asia and Africa, including Bharti Airtel (India, South Asia and Africa), Telkomsel (Indonesia), Globe Telecom (the Philippines) and Advanced Info Service (Thailand). We work closely with our associates, leveraging our scale in networks, customer reach and extensive operational experience to lead and shape the communications industry.

Together, the Group serves over 700 million mobile customers around world. Singtel is one of the largest listed Singapore companies on the Singapore Exchange by market capitalisation.

The Group has a vast network of offices throughout Asia Pacific, Europe and the USA, and employs more than 23,000 staff worldwide.