Discuss about the Singtel Customer Care Job Position.
Singapore Telecommunication Limited (SingTel) is a leading communication industry based in Singapore. The company deals with diversified business activities ranging from mobile, data, Internet, TV, digital solutions, and Information Communication Technology. SingTel plays a vital role in the country’s communication hub and controls local consumers as well as the enterprise market. Strategically, the firm is a key player of integrated communications in Asia and Africa since its investments cut across five regional mobile operators thus, Advanced Info Service in Thailand, Telkomsel in Indonesia, Globe Telecom in the Philippines, PBTL in Bangladesh, and Airtel in India and Africa (Dahlgaard, 2015, p. 109). The company competitively leverages network system to allow great communication within and outside the country serving over 500 million mobile subscribers around the world.
Due to the company’s competitive nature, prospective candidates for the position of customer service officer to meet requirements such as being a diploma or degree holder, or a certificate holder with a year experience in communication disciplines. Additionally, the ability to work on approximately 10 hours rotational shifts inclusive of an hour’s lunch break and 30 minutes resting time. Moreover, ability to communicate in English (ability to speak Mandarin is an added advantage or any other extra language), and at least a year commitment to the contract (Fletcher, 2011, p. 1296).
As a customer care officer, one is mandated with the task of amplifying customer needs and concerns to ensure they are addressed efficiently by the management and solve issues arising as far as communication needs are concerned. The position entitles the officer to perform the following tasks.
Manage contact center operations. Quality service is mandatory to SingTel since it ensures the company maintains its reputation and the market as well over other competitors. Therefore, the officer is imperatively expected to impact communication and meet customer expectations through effective listening and speaking. He or she should handle customers’ inbound calls, fax, web chat, website, and e-mails effectively by the stipulated service level agreements (Karim, (n.d)., p. 233).
Assess client needs and addresses them promptly. Effective interpersonal skills are scoring points to this position. The officer is expected to exercise high listening ability, understand and evaluate customers concerns to solve them amicably within a stipulated time. Such needs include general inquiries, comments, complaints, feedback and other issues with regards to the company’s products.
Coordinate with internal departments at all levels. Customer care officer acts as a link between the external market and the business (Knowledge management, 2016, p. 2114).As a matter of fact; he or she represents the company to such publics. Therefore, it is paramount that the officer should be able to communicate with the management and specific departments on the current issues affecting the organization ranging from customer needs and preferences for implementation.
Follow up outstanding cases and call the customer if need arises. To some extent, instances where a vital issue affecting the client such as the hacking of his or her phone, the officer stands in to do a follow-up and trace any malicious acts in liaison with the legal framework. Due to the nature of the findings, the officer may opt to call the customer and inform him or her important decisions by the company by employing problem-solving techniques.
Salary is subject to discussion with the management of expertise and experience. However, as an employee of the company, the officer shall enjoy full medical cover, language and shift allowances, health insurance cover, friendly work policies, work-life training, and keep fit through sports.
Customer care office requires its officers to be flexible to work in shifts. The officers should be notified that they are expected to work on a five days a week schedule. Since customer service is a continuous process, they are projected to work overtime when called upon due to the current needs. Training is equally offered by the management to equip customer care officers with skills of handling and addressing client needs. Competitively, the use of technology allows the administrator to identify the caller, location of calling, personal information, departmental activities amongst other tasks geared towards improving customer service quality (Norton, 2010, p. 8).
SingTel’s job design with regards to customer service officer position is defined by motivational factors such as language allowance and shift allowance. The officer is also entitled to medical and personal accident insurance cover. Further, the availability of the gym, rest & relax area inclusive of a pool, foosball table, and shower facilities, ensure that the officer is physically fit through the exercise to offload, relax from duties, and refresh his or her minds after duty (Martins, 2015, p. 456). Above all, the salary is standard to enable the officer meets his or her needs proficiently. Entities on individual performance are equally established to gauge on personal efforts towards meeting the company goals, hence boosting the satisfactory level of the officer on duty. Autonomy is highly exercised in SingTel where customer service officer is given a freed will t work and coordinate with the management and other departments as well to address client needs and issues as well. Other techniques to boost workplace motivation are task identity that gives the officer a chance to deal with a case from start to completion, and direct contact with clients.
Security is guaranteed through a healthy working environment that addresses workers concerns. Equally, the medical cover and personal accident cover ensures the extra officer safety while on call.
The job requires a stable mental person who can manage stress at all levels. Since the company operates in various regions, it includes customers with a diversified cultural belief system. The officer should, therefore, be able to tolerate customers around their jurisdiction area. Polite language works best to substantiate customer satisfactory levels.
SingTel informs its employees about the position of a customer care officer before making it known to external publics. The internal job posting gives employed staff an opportunity to present their interests to the management hence move to more desirable positions. Alternatively, promotions also create job positions under this category for instance a customer care officer promoted to a rank of a human resource manager would create a job position to be filled. Internal recruitment improves employees’ morale, promotes loyalty, enhances self development, and reduces errors in selection.
External recruitment sources
SingTel advertises the vacancy of customer care via online platforms such as the website. The public can assess the information via the company’s website https://info.singtel.com/about-us/careers/job-vacancies .This site gives interested persons an opportunity to apply for the vacancy online by submitting their, CV’s, testimonials, academic awards, and cover letters. The platform stipulates to the candidate’s company’s expectations and other requirements related to the field (Botella, Piñero and de Diego, 2015, p. 550). Other advertising sources include newspapers, journals and television.
The company places the vacancy, job description, and other specifications to agencies for recruitment process. Applicants’ details and credentials are sent to the Human resource office addressing the manager and the specified department on the basis of qualification. The agency recruits and screens the applicants for the position. Competitively, this strategy ensures that the company gets specified skills. Additionally, the strategy works on employees who are currently employed meaning their employers are satisfied with their services hence cultivating a competitive environment within the company (Voeller, 2010, p. 100).
Direct absorption of newly graduates from educational institutions based on professional qualifications is a common recruitment strategy for SingTel to fill the position of customer cares. SingTel management liaises with educational institutions to get suitable candidates. The students are sported during their studies and industrial attachments and offered employment (Prospectus, 2000, p. 240).
Personnel who work on casual basis and have shown competitive skills with regards to the customer care services such as good command of language and impressive human interaction skills are most likely to be absorbed by the company to work as customer care officers (Zia, (n.d), p. 69).
The selection process highly depends on the management initiated series of interviews. Tactfully, the administration embraces four level interviews to select its employees from interested candidates. After a successful online application, the management schedules interviews anonymously to the candidates to evaluate the job demands and the level of experience. Management associated interviews include online tests, online video record interviews, assessment procedures to monitor behavior, personal case presentation, and group discussion, and finally panel based interviews. (https://info.singtel.com/).
After submission of CV, one is asked to do an online verbal, numerical, and logic reasoning test. The trial aims to evaluate candidate’s cognitive skills and procedural competencies. For instance, a mathematical, logical and comprehension test is given to candidates.
In this step, the interviewee is expected to provide brief information about self and what prompted him or her to apply to the program. This takes roughly a minute or two to respond to each question. For example, why SingTel? The question is addressed here. Some behavioral questions are also asked to gauge the candidate’s ability to handle conflicts amongst other issues related to the field of customer service. A video recording is initiated to capture the verbal and nonverbal cues of the interviewee. The video interview also seeks to measure the personality, values, and passion of the candidate against the organizational culture and job specifications. Questions such as why do you think you deserve the employment? , where do you envision yourself in the next 3-5 years? , and what is the key to success are bound to surface during this stage (Sim, 2015, p. 04).
Assessment center interviews concentrate upon establishing interviewee’s behavior, and ability to work in a team for effective results via coordinated activities. The conduct is checked to confirm if the candidate meets the standards laid down for the customer care position. Elements such as intelligence, ability to attend to customer needs, and coordinate with others are singled out on individual candidates. These are achieved through individual case presentation and group case presentation.
Panel interview is the final stage that seeks to address personal traits such as confidence by addressing asked questions. The panel gives the candidate time to introduce himself and answer questions. The prospective interviewee is also given an opportunity to debate on the fixed salary and negotiate with the management if the need arises. At this level, some of the requirements outlined in the advertisement such as fluency, politeness, and language ability, reliability, listening and speaking skills are evaluated. Basing on the level of candidate’s participation and management’s satisfaction, one may secure a chance to work as a communication officer or be requested to wait for further discussion and decision by the Directorate (The Delta Model. 2010, p. 55).
After being endorsed by a customer care officer, training and orientation may follow to ensure the officer familiarizes with the job design and organizational policies respectively. The new employee under the regular docket may go through a short-term retention to test their performance and dedication towards meeting the company’s objectives.
Conclusion
In a nutshell, SingTel is a competitive company with an eye for future. Competitively, the company adds value to its operations through training for empowerment and structured recruitment and selection process. Equally, the company is one of the best regarding creating a healthy environment that allows workers to relax and offload the burden of the task through recreational sites such as swimming pools, gym, and bathrooms for showering. Engaging the candidates into comprehensive interview schedules such as online tests, video recorded interviews, center assessment interviews, and panel interviews ensure that the best staff is selected from the majority.
Reference List
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Dahlgaard-Park, S. (2015). The SAGE Encyclopedia of Quality and the Service Economy. Thousand Oaks: SAGE Publications. Pp. 107-110
Fletcher, J. (2011). An Examination of Dynamic Trading Stategies in UK and US Stock Returns. Journal of Business Finance & Accounting, 38(9-10), pp.1290-1310.
https://info.singtel.com/about-us/careers/job-vacancies
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Martins, F. (2015). Win the Customer. New York: AMACOM. Pp. 450-470
Norton, D., Durgee, J. and VanDeVelde, J. (2010). Producing Customer Happiness: The Job to Do for Brand Innovation. Design Management Review, 21(3), pp.6-15.
Prospectus dated 18 January 2000. (2000). Singapore: The Ltd. Pp. 234-240
Sim MM, P. (2015). A Review of Corporate Social Responsibility: SingTel Touches Lives. J Account Mark, 04(03).
The Delta Model. (2010). Springer New York.PP. 23-67
Voeller, J. (2010). Wiley handbook of science and technology for homeland security. Hoboken, N.J.: Wiley.Pp. 96-106
Yung, F. (1981). Telecommunication: the Singapore Experience. Media Asia, 8(1), pp.3-6.
Zia ur Rehman, M. (n.d.). Antecedents of Market Orientation and its Impact on Customer Oriented Behavior: Moderating Role of Job Satisfaction for Health Care Professionals. SSRN Electronic Journal.pp. 56-70
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