The purpose of this role is to provide a high level of customer service by acting as a liaison between consumers and the business, ensuring that all customers receive outstanding service. The Customer Support - Singapore Telco is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.

Responsibilities:

Manage customer service, provisioning, and support activities, recognizing that these are closely connected with the day-to-day customer experience Provide exceptional customer service in every customer interaction (voice, chat, social media, and email) with the ultimate aim of providing first call resolution. Identify ongoing service issues and recommend solutions to the Head of Service Maintain an awareness of customer needs and potential service issues through regular telephone contact, including escalated calls Support the team in the identification of and action on potential selling opportunities to generate revenue, whilst providing suitable solutions to customers’ requirements. Ensure active promotion of products and services based on customer needs and the product options available Provide well-rounded, prompt, high-quality, and professional client service at all times Perform call-backs to key customers to ensure that they are happy with the telephone, wireless and/or broadband service and product received and investigate any arising sales/support opportunities as needed Examine work orders and identify and allocate necessary parts and equipment; track and inventory existing parts, deliveries, documentation, and orders Perform data entry to record supplies, jobs, and time spent Work with technical personnel as necessary to ensure trouble tickets are addressed quickly Deal with all calls and inquiries politely, courteously, professionally and assertively Handle and resolve customer complaints within the procedures and guidelines provided Action Customer Service inquiries/escalations as requested by various business team customers Liaise with vendors and/or third Party vendors when appropriate to ensure seamless service delivery