
[The logo is protected from the company]
Singtel Singapore
Singapore Telecommunications Limited (SGX: T48, ASX: SGT, OTC Pink: SGAPY), commonly abbreviated as SingTel, is a Singaporean telecommunications company, with a combined mobile subscriber base of 416 million customers from its own operations and regional associates in 25 countries at end of June 2011 increased by 19 percent from a year ago,[2] making it one of the largest mobile network operators in the world.[3][4] The company was known as Telecommunications Equipment until 1995. SingTel pro... Read More
Address | not provided |
Website | www.singtel.com |
Holding | No Holding Details |
View Company Page
Service Quality & Training Executive
Responsibilities:
The incumbent is primarily responsible for training Customer Care Officers from end to end, including soft skills; process knowledge; phone & system training. He or she will also be required to perform audits on call and email transactions to ensure a high standard of customer service.
This is an individual contributor role which will require one to work closely with Contact Centre Managers, Team Leaders and the client to identify gaps for process improvement to improve customer satisfaction.
- Conduct training for new hires and refresher training for existing hires, including soft skills; process knowledge; phone & system training.
- Perform call and email audits on agents to identify errors and come up with improvement plans to close the gap.
- Conduct investigation on complaints escalated by the client and share the learning points with Operations to improve service quality.
- Coach the agents to improve their service delivery and mentor the more junior team members.
- Provide service quality, training and staff engagement administrative support when needed.
- To continually meet training schedules as expected by stakeholders.
- Maintain a high level of quality in training curriculum.
- Able to manage a diverse workload.
- Maintain an excellent and up to date knowledge of the systems and processes within the Line of Business.
- Develop excellent lines of communication and cooperation with Contact Centre Operations, and the client.
- Minimum Diploma in any discipline.
- Possesses Full certification of WSQ Advanced Certificate in Training & Assessment (ACTA) will have added advantage.
- Possesses a minimum of 2 years of training and development experience in a contact centre environment.
- Experience in facilitating classroom training.
- Experience in customer service is preferred.
- Proficient in Microsoft Office skills, especially Excel and Powerpoint.
- Possesses positive attitude and able to work independently.
- Able to work as a team player and with all levels of staff.
Other Job Information
Vacancy type: |
Full Time | Contact Mode: |
not provided |
Fax: |
not provided | Contact Name: |
not provided |
Job Duration: |
not provided | Phone: |
not provided |
Email: |
not provided |
TalentOne Job Information
Engineering QA Engineer
Open Jobs - Singtel Singapore
- Academy & Operations Support Executive
- Account Executive
- Account Service Officer
- Accounts Executive (Remittance)
- Advertising Sales Manager
- Advertising Sales Manager
- Associate Director,
- Associate Director, Biz Dev, m-Commerce/Payments
- Associate Director, Digital Partnerships
- Associate Director, Fixed Network Strategy
- Associate Director, Game Platform
- Associate Director, Managed Services Management
- Associate Director, Sales Planning
- Associate Director, Virtual Corp Network Engineeri
- Associate Engineer
- Associate Engineer – Radio Network Performance
- Business Analyst
- Business Practice Manager
- Business Statistics Executive
- Commercial Analyst
- Customer Service Officer (Client Business)
- Data Monetization (Strategy & Analytics)
- Director, Data Monetization (Strategy & Analytics)
- Director, Data Monetization (Strategy & Analytics)
- Engineer (Mobile Network Access)
- Engineer (NSI-VAS)
- Executive, Social Media
- Group Corporate Communications Manager
- Human Resource Manager (Learning Business Partner)
- Inside Sales Manager
- IT Analyst, Project Novo (IT)
- Manager, Regional Product
- Marketing Associate Director (mCommerce)
- Merchandiser (inSing)
- Mobile Money Service Engineer
- Mobile Remittance Sales and Operations Manager
- Online Visual Merchandiser
- Operations Engineer (VAS Operations)
- Operations Support Manager (SGO)
- Predictive Analytics Manager
- Prepaid Sales Account Manager
- Product Development Manager (mCommerce)
- Product Executive (World Conference)
- Product Executive (World Conference)
- Product Manager
- Product Marketing Manager, Postpaid Mobile
- Project Manager
- Project Manager (Product Development)
- Retail Brand Manager
- Retail Service Consultant
- Service Quality & Training Executive
- System & Project Executive
- System/Project Executive
- Trade Marketing Associate Director/ Director