System & Media Scheduling: Schedule and monitor clients' airtime bookings, key in sales orders, issue contract confirmations, cross-check broadcast logs, and prepare revenue reports.
Provide EMEA leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce. Serves as the main point of accountability for service performance, KPI and SLA targets, reporting, and continuous improvement.
Manage end-to-end order operations, including sales, returns, samples, demos, equipment, and platform orders, ensuring accurate processing, validation, fulfillment, modification, and closure in compliance with internal policies, business rules, SLAs, and regulatory requirements.
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore