![]() Forgot your email address? Please go to this article.Forgot your password? It's easy to reset.There are a few reasons why you might not be able to sign in to your LinkedIn account. If you are interested, please send your resume to We will reach out to shortlisted candidates for further career conversations.Trouble signing into your LinkedIn account 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. 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. Singapore Pools was established by the Government on to provide safe and trusted betting to counter illegal gambling. So, feel free to express who you are, and be proud of your heritage and personal experience as you begin your journey with us! Diversity at the company helps us see a greater picture represented by different voices, helping us in contributing back to the society. Singapore Pools welcomes you not for how you look, where you come from, or differences you may have. You will be required to work shift hours, including weekends, PH and night shift.You should have a strong command of English and Chinese, preferably both oral and written.You should be proficient in Microsoft Word, Excel and PowerPoint.You should have good customer service skills with the ability to relate to different groups of customers.You will have working knowledge and experience in setting up and/or handling digital service channels, such as chatbot and live chat.You will need at least a Degree with 3-5 years of supervisory experience in customer service, preferably in a contact centre environment.You will support projects, system enhancements and process implementation.You will review, investigate and resolve account-related disputes.You will monitor and review systems/applications used by Customer Service team, including CRM system (SVCS), Contact Centre system (Webex), knowledge management system (Lighthouse KMS) and chatbot (Google Dialogue).You will provide guidance to team members on handling of customer feedback, especially for challenging customers, and/or via digital channels such as live chat.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 identify issues/opportunities for improvement, highlight follow-up and participate in/verify deployment of fixes/enhancements.You will supervise contacting of SPA customers on compliance requirements and responsible gaming related matters and ensure application/account status that are flagged during onboarding and Customer Due Diligence (CDD) checks are contacted and advised of follow-up action.You will set up/update and maintain Knowledge Management System (KMS) as well as Chatbot for digital self-service channels, to ensure customer queries are correctly addressed. ![]() You will monitor and supervise day-to-day customer service contact centre operations, manage customer enquiries, requests and feedback across all customer touch points (retail and remote), that are received through channels such as phone, email, walk-in and live chat.Whether your strength is in customer service or customer-related systems and processes, we want to talk to you. However, we also recognize that each individual has a unique blend of skills. 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.īased in Singapore and reporting into the Manager, Customer Service Management, the incumbent will manage customers across all touch points.
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