Customer Services- IFACS

2 days ago

Malacca, Melaka, Malaysia Singtel Full time 30,000 - 60,000 per year
Customer Services- IFACS

Date: 9 Nov 2025

Location: Melaka

Company: Singtel Group

Be a Part of Something BIG

In Malaysia, Singtel Group operates through a fully owned subsidiary called Sudong Sdn Bhd.We are hiring for a variety of exciting positions in Customer Service function in Melaka.

As a Customer Experience & Technical Support Specialist, you will be the frontline ambassador for Singtel, delivering outstanding support and service across multiple channels—including in-store interactions, inbound/outbound calls, emails, chats, and internal systems. You will guide customers through product inquiries, troubleshoot technical issues, assist with service applications and recontracting, and support business clients with internet and network fault resolution. These roles require strong communication and problem solving skills to ensure we deliver the best customer experience

Key Roles:

  1. Customer Care Officer – Livebot

  2. To support customers via bots (devices) in Singtel Shops.

  3. Handling incoming call and enquiries from customers with demonstration of excellent customer service skill to meet and exceed customer's need.
  4. To channel and escalate any unresolved issue/complaint to other stakeholder or next level , within the agreed procedure.

  5. Identify and perform cross selling opportunity and activity by analysing customer profile, recommending most suitable package, actively promote latest promotions/ services.

  6. Customer Care Officer – SME Tech

  7. Manage Business Fibre Internet, Singtel TV, Business Digital Line, Singnet Wireless connection fault report issues via inbound call and internal escalation mailbox

  8. Perform follow up with customer to ensure end to end resolution
  9. Perform escalation to respective resolver's team for non-FCR cases. E.g. Network issues related to Unable to Send / Receive Email, Unable to surf certain website and Speed Latency.
  10. Ensure fault report ticket are created in system. eLog all customer interactions and issues accurately in the system

3.Customer Relation Officer

  • Passionate about engaging with customer through different interactions - inbound/outbound call or chat/email.
  • Build a strong relationship with customer by providing a delightful end-to-end experience & effortless way of acquiring new products & recontracting of existing subscriptions.
  • Be a subject matter expert by keeping yourself updated with product details & latest offer information, sales processes & ordering fulfilment.
  • Contribute and support the achievement on your individual & team's sales target, call productivity, and customer engagement score.
  • Display a collaborative mindset when working with internal & cross functional teams to easily resolve customer's concern & demands.
  • Any other duties assigned by the team leader

Skills for Success:

  • Diploma or Bachelor's degree in Business, or related field (specific requirements vary by role).
  • 1-2 years of relevant experience in contact center. Fresh graduate is welcome to apply as well.
  • Proficiency in Microsoft Excel, Word, PowerPoint
  • Strong communication, analytical, and problem-solving skills
  • Commit to work on shift rotational work arrangement including weekend and Public Holiday

Feel free to drop your CV with us today

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