Job Description

Be a Part of Something BIG!
In Malaysia, Singtel Group operates through a fully owned subsidiary called Sudong Sdn Bhd.We are hiring for a variety of exciting positions in Customer Service function in Melaka.
As a Customer Experience & Technical Support Specialist, you will be the frontline ambassador for Singtel, delivering outstanding support and service across multiple channels--including in-store interactions, inbound/outbound calls, emails, chats, and internal systems. You will guide customers through product inquiries, troubleshoot technical issues, assist with service applications and recontracting, and support business clients with internet and network fault resolution. These roles require strong communication and problem solving skills to ensure we deliver the best customer experience
Key Roles:
1. Customer Care Officer - Livebot

• To support customers via bots (devices) in Singtel Shops.
• Handling incoming call and enquiries from customers with demonstration of excellent customer service skill to meet and exceed customer's need.
• To channel and escalate any unresolved issue/complaint to other stakeholder or next level , within the agreed procedure.
• Identify and perform cross selling opportunity and activity by analysing customer profile, recommending most suitable package, actively promote latest promotions/ services.

2. Customer Care Officer - SME Tech

• 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. eLog all customer interactions and issues accurately in the system

3.Customer Relation Officer

• Passionate about engaging with customer through different interactions - inbound/outbound call or chat/email.
• Build a strong relationship with customer by providing a delightful end-to-end experience & effortless way of acquiring new products & recontracting of existing subscriptions.
• Be a subject matter expert by keeping yourself updated with product details & latest offer information, sales processes & ordering fulfilment.
• Contribute and support the achievement on your individual & team's sales target, call productivity, and customer engagement score.
• Display a collaborative mindset when working with internal & cross functional teams to easily resolve customer's concern & demands.
• Any other duties assigned by the team leade

4. Executive, Digital Content & Process Management

• To ensure smooth configuration, publishing, and operational excellence across Singtel's consumer digital platforms and key enablers such as Payments, Identity and Notifications
• Execute time-critical web and app content changes (e.g., banners, product cards, buyflow journeys) according to business and marketing schedules
• Ensure consistency, accuracy, and compliance with brand, UX, and regulatory standards across all configurations
• Perform quality checks (sanity testing) on configurations before and after deployment to ensure error-free customer experience
• Provide operational support for live configurations, including timely execution of urgent change request

5. Executive, Quality Assurance & Operation

• To support testing activities under Digital Operations streams. This function focus on manual test execution and incident/ order flow validation, driving a scalable and efficient delivery mod
• Execute manual test cases across customer journeys (login, payment, subscription, billing, CRM updates
• Support regression testing for BAU deployments and hotfix releases
• Log and track defects using tools such as JIRA or ALM
• Conduct retesting and confirm defect resolution post-fi

6. Fraud Specialist

• To analyse customer profiles, service applications, usage and identify suspicious transactions and high-risk call patterns. He/She should be capable in detecting potential fradulent activities through data analysis and conduct timely investigations into fraud allegations
• Customer Authentication: Contact customers for authentication and clarification of charges.
• Coordinate with Internal Departments: Collaborate with internal departments on customer requests or disputes.
• Collaborate with Law Enforcement: Assist law enforcement with telecommunication crime investigations.
• Conduct Interviews: Interview individuals for fraud investigation purposes

7. Sales Commission Executive

• Process Sales Commission & Incentives accurately and timely
• To verify, investigate, analyse root causes and resolve disputes / claims raised by Channel Sales, Sales Agents and Sales Partners
• To liaise with Order Processing Team, Sales Teams, Finance, Sales Partners and Other Support Teams in clarifying / rectifying sales claims that were rejected and raised as discrepancy claims.
• To update and maintain all payout records, master data files and do backup to keep track on all such info in our Commission folders for reference and audit purposes.

Skills for Success:

• Diploma or Bachelor's degree in Business, or related field (specific requirements vary by role).
• 1-2 years of relevant experience. Fresh graduate is welcome to apply as well.
• Proficiency in Microsoft Excel, Word, PowerPoint
• Strong communication, analytical, and problem-solving skills
• Commit to work on shift rotational work arrangement including weekend and Public Holiday

Feel free to drop your CV with us today!

Skills Required