Process Executive

3 weeks ago


Petaling Jaya, Selangor, Malaysia Infosys (Malaysia) Sdn. Bhd. Full time

This position is at support staff level, reporting to Team Lead (TL)/ Assistant Operations Manager (AOM)/ Operations Manager (OM). The candidate is responsible for the daily operation in Corporate Mobile Operations (CMO).

A successful candidate is able to deliver a positive customer interaction, is dependable, seeks to learn, and is coachable. Responsible for interfacing with customers and sales specialists to handle a variety of pre-sales/post-sales service functions. Responds to and provides assistance to external customers such as mobile order fulfillment processes, application assistance, product information, and contract issues/administration.

Job Description

  • Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Port In, Activation of Value-Added Services (VASes), Re-contracting, etc. for Business segment customers.
  • Assist on billing queries, resolve billing issues, and perform billing adjustments if required.
  • Answer general customer service questions from Single Point of Contact (SPOC)/subscribers and Account managers, explain multiple mobile product features, and where appropriate, transfer customer's request to other departments to obtain specific information if required.
  • Document all actions provided to order taker via internal system CRM.
  • Ensure Standard Operating Procedures (SOP) are properly followed and carried out.
  • Meet Customer Experience (CE) targets set by management.
  • Perform duties as 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 by Singtel Health, Safety & Environmental policies and Quality & Security standards at all times in the workplace.
  • Adhere to established CMO procedures and guidelines while providing quality customer service to meet and exceed department standards.

Fresh graduates are welcome to apply.

For candidates with experience:

  • Best if candidate has experience with any telco.
  • Has background in order management/process requests/customer service.
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