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[Expired] Executive Escalation Manager

Posted On :4 Sep 2013


Job Summary

  • Salary:   Undisclosed
  • Work Type: Permanent / Full Time
  • Min. Education Level: Degree
  • Years of Experience: 5
  • Skills: Call centre operations, Strong customer service orientation, Excellent communicator

Job Descriptions

Our client, an established Telco company

Objectives/Purpose of the Job

Conduct in-depth investigation and analysis on escalated cases referred by Top Management Team, Embassy/High Commissions, various statutory boards, legal entitles, Media and the respective stakeholders, provide high level of customer service by understanding the diverse needs of customers to resolve customer’s complaints and coordinate with various stakeholders resulting in improved policies and processes for the organization.

 Key Responsibilities

  • Translate the company’s corporate objectives and core values into handling plan for each customer.

  • Maintain awareness of customer needs through regular contact by SMS, email, letter, face to face, and telephone calls.

  • Investigate and solve customer’s long-standing or complex problems passed on by the Top Management Team and the respective stakeholders within the company.

  • Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions

  • Provide timely and accurate update of assigned cases to Senior Management Team, respective authorities and stakeholders.

  • Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements.

  • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.

  • Participate in a variety of special projects as requested, including explorations of system or process improvements and etc.


  • University Degree


  • 5 years relevant working experience in a face-paced environment and service industry

 Technical / Professional Skills

  • Proficient in Microsoft Office applications

  • Possess strong customer service orientation and proven excellent customer service skills

  • Demonstrate ability to interpret customer needs correctly

  • Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers

  • Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well

 Non-Technical / Soft Skills

  • Possess strong command of written and spoken English

  • Must be an excellent communicator in engaging internal and external stakeholders

  • Ability to engage at executive level

  • Ability to work independently and collaborate with others as required to achieve desired objectives

  • Demonstrate creative problem solving and negotiation skills

 Specific Knowledge

  • Possess good knowledge about Call Centre Operations

  • Possess good knowledge of mobile network, WIFI, broadband and bundle products (good to have)

  • Possess good knowledge of project management (good to have)

Interested candidates please apply with photo and expected salary.

About This Company

Since 1997, Enhance (Lic 97C3993) has been assisting industries in resolving manpower issues. We are a leading provider of high quality recruitment services nationwide in Singapore. Over the years, we have proven ourselves by fulfilling numerous HR requests for our SME and MNC customers by providing solutions to their management / expansion needs in the shortest possible time.

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