Customer Care Officer- Mandarin Team

Provide quality customer service to SingTel customers either by telephone or electronically.

Make an Impact by:

1. Handle incoming calls and enquiries from customers mainly in Mandarin, demonstrating excellent customer service skills to meet and exceed customer needs.
2. Assist customers with queries on their prepaid accounts.
3. Perform checks and validation on customers’ credit deductions.
4. Handle basic troubleshooting and setup for data connectivity. Take in service applications and requests for back office or self-processing.
5. Follow up and resolve customer complaints and problems, ensuring they are closed to satisfaction.
6. Channel and escalate any unresolved issues/complaints to other stakeholders or the next level, within the agreed procedure.
7. Meet and/or exceed all individual and team Key Performance Indicators (KPI) set by management.
8. Participate fully in the team, taking part in regular team meetings & buzz sessions, providing feedback & ideas to colleagues and the Team Leader.
9. Work closely with team members and leaders at all times to achieve quality results & productivity.
10. Assist Team Leaders & senior officers in charge as and when required.
11. Proactively identify areas for service & procedural improvement and make recommendations to the team leader.

Skills for Success:

1. Customer-oriented with good interpersonal and communication skills.
2. An effective team player with the ability to interact with the team to achieve goals & service excellence.
3. Proactive & have a great sense of urgency.
4. Flexible to changes in work schedule.
5. Effectively bilingual in Mandarin & English.
6. Self-driven individual with a positive attitude.

Work Schedule: Rotational shift job. Monday to Sunday, 8.30am to 8.30pm.

Rewards that Go Beyond:

1. Full suite of health and wellness benefits.
2. Ongoing training and development programs.
3. Internal mobility opportunities.

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