Customer Service Executive

6 days ago

Serangoon, Singapore Jobline Resources Pte Ltd Full time $4,000 - $6,000 per year

**Responsibilities**:
- Reporting to Team Lead (TL)/ Assistant Operations Manager (AOM)/ Operations Manager (OM).
- Assist to billing query, resolve billing issues and perform billing adjustments if required.
- Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customer's request to other department to obtain specific information if required.
- Document all actions provided to order taker via internal system.
- Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, and proper training provided to all staff and maintain constant update to these SOP if required.
- Meet Customer Experience (CE) target set by management.
- Perform duties as and when 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 to Health, Safety & Environmental policies and Quality & Security standards are executed and maintained at all times at the workplace.
- Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

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