Executive Officer, Customer Experience

2 weeks ago

Singapore Singapore Pools Full time

We are looking for a passionate and professional Executive Officer to join our Customer Experience team.

Based in Singapore and reporting into the Senior Manager, the incumbent will facilitate onboarding programmes for the support of Singapore Pools Account (SPA) customers acquisition and the management of Digital Service Ambassadors (DSAs).

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in operations or in support, we want to talk to you.

**What You'll Do**
- You will support the onboarding process of DSAs including training, OJT and deployment to branches or other events.
- You will maintain the SOP for DSA’s role, track and analyse the no. of sign-ups and engagement by DSAs, monitor and report DSA recruitment status including renewals and resignations.
- You will conduct weekly site visits to locations where DSAs are stationed to ensure DSAs are performing their duties, using tools provided and any other feedback from DSAs.
- You will address problems encountered by DSAs, resolve issues and gather feedback from branch staff on DSAs and onboarding.
- You will arrange for monthly meetings and feedback gathering sessions.
- You will work with Creative team on monthly SPA and ebetslip communications based on pre-approved taglines and images for both print and digital materials.
- You will provide support on getting quotations from vendors for localized communications materials and SPA/ebetslip related communications.
- You will seek to understand the requirements of project and propose solutions.
- You will manage project implementation and delivery, define project schedule and deliverables, track and resolve implementation issues.

**Who You Are**
- You should have good degree in any discipline.
- You should have knowledge of Microsoft Office.
- You should be able to plan schedule and execute effectively.
- You should be able to work with multiple stakeholders, both internally and externally.
- You should be a creative, results oriented, resourceful, analytical, meticulous as well as a strategic thinker.
- You should be a good team player but able to work on own initiatives.
- You should be apt in managing conflicting deadlines and pressures.
- You should be able to communicate effectively, written and verbally.

**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.

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