Senior Customer Care Officer

**Senior Customer Care Officer**: **Date**:26 Sep 2024 **Location**: Singapore, Singapore **Company**:Singtel Group At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. - Awarded at the HR Fest Awards 2020. Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways **Make an Impact by**: - Manage and update inventory management systems regularly. - Receiving and dispatching goods from the stores, storing goods received appropriately. - Keep up-to-date records of stock receipt, and withdrawals of stocks. - Generating related reports to verify inventory levels and determining and rectify any stock discrepancies. - Responsible for shipping cancelled or damaged items back to CTDI as appropriate. - Ensuring that the store is kept clean, organized and compliance with safety standard. - Coordinate with all the self-replacement counters (>12) and courier to ensure smooth day to day operation. - Be the escalation contact points for all the self-replacement counters to resolve any customer, system or operation issue. - Ensure the performance targets (eg wait time, customer experience, upselling, stock accuracy) are met. - Reviewing partner ad-hoc request (eg shorten operating hours) and dispute management (pricing, payment matters) - Conduct 1st level verification of the partner payment claims. - Conduct periodic service audit and site survey to ensure the partner are adhering to the SOP, service standard, PDPA and safety processes. - Monitor and ensure counter operation staff comply to all the mandatory learning by the company standards, security screening and any other credit or legal regulation. - Evaluate and disseminate key information to all counters touchpoints on new or changes in product, SOP and/or business information. - Oversee partner stock / warehouse management and ensure tight tracking and timely replenishment of store. - Review customer feedback and address gap or non-productive procedure. Identify opportunity for empowerment or automation. - Support and undertake project or assignment that is assigned to the network, OPE and/or SDO. **Skills for Success**: - Diploma in Customer Service Management/Telecommunications or in relevant field. - Preferably with 1 year working experience and holding Class 3C driving license. - Basic knowledge in data communication (wired, wireless), internet security and home automation. - Experience in on face-to-face interaction / counter operations. - Experience in partner and vendor management - Good communication skills, with the ability to explain technical concepts to non-technical individuals. - Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements. - Customer-oriented with strong negotiation and communication skills (oral and written) - Highly adaptable to a fast-paced and dynamic environment - Excellent analytical and ability to persuade others to change existing practices. **We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.