Senior Executive Officer, Customer Service

2 days ago

Singapore Singapore Pools Full time

We are looking for a passionate and professional Senior Executive Officer to join our Customer Service Management team to help us with our mission of providing excellent customer service.

Based in Singapore and reporting into the Manager, Customer Service Management, the incumbent will manage customers across all touch points.

However, we also recognize that each individual has a unique blend of skills. Whether your strength is in customer service or customer-related systems and processes, we want to talk to you.

**What You'll Do**
- You will supervise day-to-day customer service contact centre operations, manage customer enquiries, requests and feedback across all customer touch points, guide team in contacting customers on account-related matters.
- You will escalate service non-availability and customer issues for rectification/enhancements.
- You will supervise customers on compliance requirements and responsible gaming related matters.
- You will identify issues/opportunities for improvement (especially for remote usage), highlight for follow-up and participate in/verify deployment of fixes/enhancements.
- You will manage surge in customer contacts during service non-availability, including unscheduled maintenance from third party providers such as banks and telcos, and promptly escalate for service recovery and customer notifications.
- You will review, investigate and resolve account-related disputes.
- You will support projects, system enhancements and process implementation.

**Who You Are**
- You will need at least a Degree with 3-5 years of supervisory experience in a customer service, preferably in a contact centre environment.
- You should have working knowledge and experience in setting up and/or handling digital service channels, such as chatbot and live chat.
- You should have good customer service skills with the ability to relate to different groups of customers.
- You should be proficient in Microsoft Word, Excel and PowerPoint.
- You should have a strong command of English and Chinese, preferably both oral and written.
- You should have the ability to work independently and multi-task in a fast-paced environment.
- You should be able to work shift work, including weekends and PH.

**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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