Job Description

Melaka, Malaysia
Company: Singtel Group
Be a part of something BIG!
As a Customer Care Officer, you are responsible to provide excellent customer service by contacting customers for fault report issuess related to Business Fiber Internet, Singtel TV and Business Digital.
Make an Impact by:

• Manage Business Fibre Internet, Singtel TV, Business Digital Line, Singnet Wireless connection fault report issues via inbound call and internal escalation mailbox
• Perform follow up with customer to ensure end to end resolution
• Perform escalation to respective resolver's team for non-FCR cases. E.g. Network issues related to Unable to Send / Receive Email, Unable to surf certain website and Speed Latency.
• Ensure fault report ticket are created in system.
• Log all customer interactions and issues accurately in the system.
• Adhere to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
• Contribute to the knowledge base by documenting common issues and solutions.
• Ad-hoc task assign by direct superior.

Skills for Success:

• Diploma or Degree graduate in Business Studies/Administration.
• Minimum 1 year working experience in contact centre environment.
• Good interpersonal and communication skill
• Customer oriented which places meeting the customers' need as top priority.
• Basic technical knowledge about networking would be added advantage.
• Ability to perform in a fast-paced environment & work well under pressure.
• Able to support in 24 x 7 rotational shift basis and Public Holiday.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Working Location:
Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.
Your Career Growth Starts Here. Apply Now!

Skills Required