Manager, Executive Escalation

Manager, Executive Escalation

5-8 years
Not Specified

Job Description

Job Description :

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.
  • Translate the company's corporate objectives and core values into handling plan for each customer.
  • Communicate politely and timely with customers and stakeholders by SMS, email, letter, face to face, and telephone calls.
  • Maintain awareness of customer needs through regular contact via SMS, email, letter, face to face, and telephone calls both proactively and reactively.
  • Provide advice and assistance to customers that are using the products or services of the company.
  • Investigate and solve customer's long-standing or complex problems passed on by various sources.
  • Provide effective service recovery in addressing customer's needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions
  • Provide timely and accurate update of assigned cases to Senior Management Team, respective authorities and stakeholders.
  • Work with stakeholders to investigate complaints and suggest improvements.
  • Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements.
  • Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement.
  • Maintain accurate and timely records of correspondence or discussions with the customers in various systems.
  • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
  • Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses.
  • Participate in a variety of special projects as requested, including explorations of system or process improvements and etc.
  • Prepare advisory notices for customers that demonstrate inappropriate behavior.
  • Educate customers and correct customer's expectations through effective communication and negotiation.

  • Degree in any field from a recognized tertiary institution
  • 5 years relevant working experience in a face-paced environment and service industry
  • Proficient in Microsoft Office applications
  • Possess strong customer service orientation and proven excellent customer service skills
  • Demonstrate ability to interpret customer needs correctly
  • Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers
  • Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well
  • Must be an excellent communicator in engaging internal and external stakeholders
  • Ability to work independently and collaborate with others as required to achieve desired objectives
  • Demonstrate creative problem solving and negotiation skills
  • Possess good knowledge about Call Centre Operations

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Job Details

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About SingTel

Singapore Telecommunications Limited, commonly known as Singtel and stylised as SingTel, is a Singaporean telecommunications conglomerate and one of the four major telcos operating in the country. The company is the largest mobile network operator in Singapore with 4.1 million subscribers and through subsidiaries, has a combined mobile subscriber base of 640 million customers at the end of financial year 2017.The company was known as Telecommunications Equipment until 1995. Singtel provides ISP, IPTV (Singtel TV) and mobile phone networks and fixed line telephony services.

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