(Senior) Specialist (C&I Customer Experience)

COMPANY DESCRIPTION

YTL PowerSeraya Pte. Limited, a wholly owned subsidiary of YTL Power International Berhad, is in the business of producing, wholesaling, trading and retailing of energy; with a primary focus on electricity. As an established player in Singapore's energy sector, it supplies the country's energy needs through its multi-utilities platform. With a licensed generation capacity of 3,100 MW*, it is one of Singapore's largest electricity generators.

The YTL PowerSeraya Group has three subsidiaries: the retail arm under the Geneco brand provides electricity price plans and energy solutions to homes and businesses, PetroSeraya is the fuel management arm of the Group, and Taser Power which operates Taser Power Plant.

Besides being a Plaque of Commendation (GOLD) awardee at the National Trade Union Congress's May Day Awards 2023, YTL PowerSeraya has adopted four Tripartite Standards under the Tripartite Alliance for Fair and Progressive Employment Practices, and has committed to be a fair and progressive employer. To find out more about the organisation, please visit ytlpowerseraya.com.

*As at 4 February 2026, our registered generating capacity with EMA is 2,487 MW.

RESPONSIBILITIES

(Senior) Specialist reports to the CX Manager and supports the day-to-day operations of the C&I Customer Experience team in delivering excellent pre- and post-sales support to Geneco's business customers.

Responsibilities

• Support the CX Manager in daily operations, reporting, team performance monitoring, compliance adherence, and initiatives to enhance service quality and operational efficiency.
• Attend to customer calls and emails, ensuring timely and professional follow-up on enquiries.
• Manage end-to-end customer onboarding and offboarding processes, including document verification, coordination with MSSL/SP, contract validation, and accurate system updates.
• Handle customer enquiries across multiple channels, including email, phone, messaging platforms, and social media, ensuring prompt and accurate resolution.
• Collaborate with internal stakeholders, including Sales, Finance, and Credit Control, to resolve customer issues effectively.
• Respond to product and sales enquiries by providing relevant information and supporting customers through the sign-up process.
• Ensure compliance with internal controls, policies, and the Code of Conduct.
• Identify service gaps and support continuous improvement initiatives, working closely with technology teams to enhance processes and systems.

Requirements

• Degree holder and/or 3-4 years of relevant customer service experience preferred.
• Strong verbal and written communication skills.
• Basic technical proficiency and familiarity with operating systems such as Microsoft Windows and macOS.
• Self-motivated with a proven track record of reliability and accountability.
• Positive, empathetic, and professional in interactions with customers and colleagues.
• Strong problem-solving skills and a customer-centric mindset.
• Detail-oriented with the ability to multitask effectively in a fast-paced environment.