Assistant Officer, Customer Service

Work that powers communities.

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association’s Responsible Gaming Framework since 2012.

Since inception, Singapore Pools’ staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment.

Job Purpose

Reporting to the Manager, the incumbent will have the day-to-day responsibility of responding to enquiries, requests, and feedback such as account-related matters across all customer touchpoints.

What You'll Do

• Manage enquiries, feedback and account-related requests from customers received across all customer touch points (Calls/ Email/Walk In/Live Chat if applicable).
• Address enquiries and requests within set service standards through calls, email and live chat replies.
• Communicate with customers whose application/account status are flagged during KYC/screening/exclusion/checks to advise on follow-up action.
• Perform e-KYC maker role.
• Contact Singapore Pools Account (SPA) customers on compliance requirements (e.g. FIN ID expiry, potential AML match) and responsible gaming related matters (e.g. counselling arrangements for problem gambling).
• Processing SMSs to customers via CRM and handle CRM cases on payment (e.g. Bank Link, Paynow, Bank Transfer), account update, and other matters.
• Manage surge in customer contacts during service non-availability, including unscheduled maintenance from third party providers such as banks or telcos, and promptly escalate for service recovery and customer notifications.
• Manage and resolve customer feedback received across all customer touch points.
• Attend to and provide first level review for customer feedback and account related disputes received across all customer touch points.
• Provide operational support during the review and investigation process (e.g., transcribe telephone conversations, collate data on member and transaction details).
• Ensure compliance to company policies and operational procedures while getting feedback to better serve customer.
• Guiding new Customer Service Assistant Officers to respond to customer enquiries, requests and feedback within set service standards.

Who You Are

• Minimally O Level/A Level/Diploma certification, with at least 2 years of experience in direct customer service function, preferably in contact centre environment.
• Able to work shift hours, including graveyard/night shifts, weekends and public holidays, to provide 24/7 support.
• Proven customer service skills with ability to relate to different groups of customers.
• You should have a good command of English and Chinese, preferably both oral and written, to liaise with English or Chinese speaking customer.
• Strong team player with good interpersonal skills.
• Proficient in Microsoft applications.

What We Offer

• Comprehensive total rewards package
• Health & wellness benefits
• Continuous learning and upskilling opportunities
• Volunteerism and community initiatives

Only shortlisted candidates will be contacted for further career conversations.