Process Executive (CMO)

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. Responsible for interfacing with customers and sales specialists to handle a variety of pre-sales/post-sales service functions. Responds to and provides assistance to external customers such as mobile order fulfillment processes, application assistance, product information, and contract issues/administration.

Job Description

• Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Port In, Activation of Value-Added Services (VASes), Re-contracting, etc. for Business segment customers.
• Assist on billing queries, resolve billing issues, and perform billing adjustments if required.
• Answer general customer service questions from Single Point of Contact (SPOC)/subscribers and Account managers, explain multiple mobile product features, and where appropriate, transfer customer’s request to other departments to obtain specific information if required.
• Document all actions provided to order taker via internal system CRM.
• Ensure Standard Operating Procedures (SOP) are properly followed and carried out.
• Meet Customer Experience (CE) targets set by management.
• Perform duties as 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 by Singtel Health, Safety & Environmental policies and Quality & Security standards at all times in the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service to meet and exceed department standards.

Fresh graduates are welcome to apply.

For candidates with experience:

• Best if candidate has experience with any telco.
• Has background in order management/process requests/customer service.