Associate, Customer Care
21 hours ago
**Associate, Customer Care**:
**Date**:19 Nov 2025
**Location**: Melaka, Malaysia
**Company**:Singtel Group
**Be a part of something BIG**
We’re looking for Associate, Customer Care who is responsible for overseeing the day-to-day operations of the contact centre, ensuring the delivery of high-quality service, operational efficiency, and optimal resource management. This role plays a critical part in driving performance, maintaining service standards, and supporting continuous improvement initiatives aligned with organizational goals.
** Make an Impact by**:
- Provide leadership and to develop team’s capability and competency to build high performance team and sustainability
- Drive innovation in customer service, system, process, and operations
- Lead and supervise various function and ensuring all customer requests from various sources are processed within performance and service targets such as Service Level, Customer Experience, Quality etc
- Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
- To ensure all the updating of Performance & Management Reports done on time and accurate
- To identify any trainings and development for the team leaders and customer care officers/executives
- To review the Policies, Procedures and SOPs
- To involve in the Budget and Headcount Planning (AOP) for operations
- Participate in ad-hoc projects as requested.
** Skills for Success**:
- At least Bachelor Degree in Business Administration and relevant course
- At least 5 years of leadership experience with a passion, preferably in contact centre environment
- Strong analytical, problem solving skills and critical thinking
- Skilled in using reporting tools (Excel/Power BI/Tableau) to track KPIs, identify trends, highlight gaps, and support data-driven decision-making.
- Ability to thrive in fast -paced high volume environment
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