Assistant Officer, Customer Service (Call Centre) - #1107580

We are looking for a passionate and professional Assistant Officer to join our Customer Care team to help us with handling enquiries and account related request received from all touch points.

Based in Singapore and reporting to the Manager, the incumbent will have the day-to-day responsibility of responding to enquiries and requests within set service standards through all touchpoints.

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in customer enquiry or feedback and incident management, we want to talk to you.

What You'll Do

• You will need to handle enquiries and account related request received from all touch points (calls, email and walk in).

• You will need to respond to enquiries and requests within set service standards through calls and email replies.

• You will need to contact customer whose application/ account status are flagged during KYC screening to advise on follow up actions.

• You will need to EKYC Maker role and assist with mentoring/training new staff.

• You will need to attend to and provide first level review for customer feedback and account related disputes.

• You will need to escalate unresolved customer feedback and account related disputes for further review/ investigation and provide operational support throughout.

• You will need to assist to update daily reports on contact trends and service performance indicators. 

Who You Are

• You will need a Diploma/GCE A Level certification.

• You will need at least 2 years working experience in direct customer servicing, preferably in contact centre environment.

• You should have good customer service skills.

• You should have a good command of English and Chinese, preferably both oral and written, in order to liaise with English or Chinese speaking customer.

• You should be a strong team player with good interpersonal skills.

• You should be proficient in MS Office.

Benefits

• Competitive salaries

• Flexi Benefits

• Staggered working hours

• Medical Insurance

• Corporate Mobile Plans

Singapore Pools welcomes you not for how you look, where you come from, or differences you may have. We want you here for who you are. Diversity at the company helps us see a greater picture represented by different voices, helping us in contributing back to the society. So, feel free to express who you are, and be proud of your heritage and personal experience as you begin your journey with us!

Singapore Pools was established by the Government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, all of Singapore Pools' surplus is channeled to Tote Board to fund a wide range of causes in social service, community development, sports, the arts, education and health. Currently, Singapore Pools contributes about $2 billion annually to the Government in the form of taxes and duties, and for the funding of good causes.