Customer Service Assistant Officer

About the role

The Assistant Officer, Customer Service supports Singapore Pools by handling customer enquiries, requests and feedback across multiple channels. Reporting to the Manager, you will ensure timely and accurate responses while maintaining compliance with regulatory and internal standards.

Key responsibilities

• Manage enquiries, feedback and account‑related requests received via calls, email, walk‑ins and live chat.
• Communicate with customers flagged during KYC, AML or exclusion checks and advise on required actions.
• Perform e‑KYC maker duties and contact customers on compliance matters such as FIN ID expiry.
• Process SMS communications through the CRM system and handle payment‑related cases (Bank Link, PayNow, Bank Transfer).
• Escalate service disruptions caused by third‑party providers and coordinate customer notifications.
• Provide first‑level review of disputes and support investigation processes.
• Guide new Customer Service Assistants to meet service standards.

Required profile

• Minimum O‑Level/A‑Level/Diploma qualification.
• Strong communication skills and ability to handle sensitive customer issues.
• Attention to detail and adherence to compliance procedures.

Required skills

• Proficiency with CRM platforms for case management and SMS processing.
• Familiarity with e‑KYC processes and basic AML screening.