Be a part of something BIG!
Say
HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!
Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.
We are looking for an
Order Management Executive to manage the end-to-end customer order lifecycle, ensuring orders are accurately validated, processed, tracked, and completed within established service levels while maintaining operational governance and customer satisfaction.
Make An Impact By
- Order Review & Validation
- Review incoming customer orders and supporting documents to ensure completeness, accuracy, and compliance with internal requirements.
- Validate approvals and required documentation submitted by Sales and relevant stakeholders.
- Identify and resolve missing, incomplete, or ambiguous information with relevant requestors.
- Decompose customer orders and determine the appropriate order types for processing.
- Order Processing & System Management
- Create and manage customer orders in relevant order management systems, including CRM, ESOM, NGNIS, CRS, EWS, and QS.
- Ensure the proper linkage of order components (e.g., project, billing dependency, circuit, and services).
- Access and update customer records, order status, and required order components accurately.
- Process order amendments and maintain customer-required dates (CRDs) throughout the order lifecycle.
- Customer & Account Management
- Issue customer order acknowledgements and maintain timely communication throughout the order fulfilment process.
- Create and maintain customer and billing accounts, including:
- New account setup
- Customer detail updates
- User, network, and service information updates
- Cross-Functional Coordination
- Collaborate closely with Sales, internal teams, and order takers to ensure timely and accurate order creation.
- Coordinate with Managed Services Procurement (MPE) and Data Procurement (DPE) teams where required.
- Manage credit management feedback and billing-related coordination.
- Support number management activities, including service number assignment.
- Order Tracking & Performance Management
- Monitor and update order logs to ensure accurate progress tracking and reporting.
- Ensure adherence to turnaround times (TAT) and service level agreements (SLAs).
- Prepare operational statistics, reports, and analysis to support service performance and operational reviews.
- Documentation & Compliance
- Maintain complete and accurate order documentation and records.
- Ensure compliance with internal operational procedures, governance requirements, and audit standards.
- Maintain orderly filing and documentation to support operational traceability.
- Issue Management
- Identify and resolve order processing issues in a timely manner.
- Escalate complex issues or processing delays to management when appropriate.
- Contribute to continuous improvement by identifying opportunities to enhance operational efficiency.
Skills For Success
- Diploma or Bachelor's Degree in Business, Information Technology, Telecommunications, Engineering, Supply Chain, or a related discipline.
- Minimum 3 years of experience in order management, customer service, service delivery, telecommunications operations, or a related operational environment.
- Experience processing customer orders, coordinating across multiple stakeholders, and working with order management or CRM systems.
- Familiarity with CRM, ESOM, NGNIS, CRS, EWS, QS, or similar enterprise order management systems is an advantage.
- Knowledge of telecommunications products and services, including Voice, Data Connectivity, or Digital Services, is an advantage.
- Strong attention to detail with the ability to process orders accurately and efficiently.
- Good analytical and problem-solving skills with the ability to resolve operational issues.
- Excellent communication and stakeholder management skills.
- Ability to manage multiple priorities and work effectively in a fast-paced operational environment.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
Your Career Growth Starts Here. Apply Now!
