Assistant Officer, Customer Service

About the role

Singapore Pools, a not-for-profit organisation established in 1968 to provide safe and trusted betting against illegal gambling, is hiring an Assistant Officer, Customer Service. Reporting to the Manager, the incumbent handles enquiries, requests and feedback such as account-related matters across all customer touchpoints.

Key responsibilities

• Manage enquiries, feedback and account requests received by call, email, walk-in and live chat, and reply within set service standards.
• Advise customers whose accounts are flagged during KYC, screening or exclusion checks on follow-up action.
• Perform the e-KYC maker role and contact SPA customers on compliance matters (e.g. FIN ID expiry, potential AML matches) and responsible gaming issues (e.g. counselling for problem gambling).
• Process SMS messages via CRM and handle CRM cases on payments (Bank Link, PayNow, bank transfer), account updates and other matters.
• Handle surges in contact during service outages caused by third-party providers such as banks or telcos, and escalate for service recovery and customer notification.
• Provide first-level review of customer feedback and account disputes, and support investigations by transcribing calls and collating member and transaction data.
• Guide new Customer Service Assistant Officers in handling enquiries and feedback.

Required profile

• Minimally O Level/A Level/Diploma, with at least 2 years of experience in direct customer service, preferably in a contact centre.
• Able to work shift hours, including graveyard and night shifts, weekends and public holidays, for 24/7 support.
• Good command of English and Chinese, preferably both spoken and written.
• Strong team player with good interpersonal skills.

Required skills

• Customer service skills and ability to relate to different groups of customers.
• Proficiency in Microsoft applications.

What we offer

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