Customer Care Specialist
Date: 12-May-2023
Location: Singapore, Singapore
Company: Singtel Group
At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.
Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.
Be a Part of Something BIG!
Are you a problem solver with a passion for helping customers? If so, we want you to join our team as a Customer Care Specialist! We are looking for someone who is knowledgeable in internet protocols, email clients, and browser settings, with excellent analytical and people management skills.
As a Customer Care Specialist, you will be responsible for handling escalated technical, billing, and account-related issues from Level 1 support. You will troubleshoot customer issues through outbound calls, remote troubleshooting, and configuration changes for various services, including Broadband, SingtelTV, and Home Digital Telephony.
Make an Impact by
Attend to non FCR cases escalated from Level 1. Includes technical, billing or account related.
Conduct outbound call to customer to probe, isolate and narrow down issues via troubleshooting using our internal system tools.
Perform configuration changes for both provisioning and maintenance orders on Broadband, SingtelTV and Home Digital Telephony services
Perform remote troubleshooting using diagnostic technique and isolate the best solution for technical issues
Assist Field Engineer to identify the potential cause of fault and leveraging on the available system tools to ensure successful installation or maintenance work for customers. Provide instruction to Field Engineer with reference to the system while Field Engineer conduct installation on site.
Provide precise and complete fault reporting log for all customer interactions and the actions taken
Able to Identify, Isolate and provide alternative, recommendation as well as escalating to the respective team, in the event the resolution is not feasible via the phone or system tools
Able to identify any abnormality on the system logs for the individual services (Broadband, SingtelTV, Home digital line) and perform necessary profile reset using the internal system tools
Troubleshoot & configure Optical Network Router remotely for
Coordinate Joint Site visit and perform escalation to network stakeholders to ensure complete resolution for customers.
Coordinate with NLT to resolve fibre issues and follow up with customer to update on the status/outcome
Manage Point of Sales disputes and complex billing cases, perform investigation and work with internal stakeholders, PM and Sales team to resolve issues fully with customers.
Retain customers when they show intent to churn any Singtel services
Provide solutions (add-ons & re-contract to customers that will value-add to their experience with Singtel services)
Skills for Success
Min. O Levels/Nitec/Higher Nitec in Electrical Engineering/Electrical Technology
Min 1 year of experience in contact centre or customer support setup.
Possess good problem solving skills
Knowledge of Internet Protocols, Email client and browser settings.
People managing skills
Analytical skills
Computer literacy, e.g. MS Outlook and MS applications.
Rewards that Go Beyond
- Hybrid work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities
Your Career Growth Starts Here. Apply Now!
We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
