Assistant Officer, Customer Care (1 year contract)

at  Singapore Pools

We are looking for a passionate and professional Assistant Officer to join our Customer Care team to help us with handling enquiries and account related request received from all touch points.
Based in Singapore and reporting to the Manager, the incumbent will have the day-to-day responsibility of responding to enquiries and requests within set service standards through all touchpoints.
However, we also recognize that each individual has a unique blend of skills. Whether your strength is in customer enquiry or feedback and incident management, we want to talk to you.

• You will need to handle enquiries and account related request received from all touch points (calls, email and walk in).
• You will need to respond to enquiries and requests within set service standards through calls and email replies.
• You will need to contact customer whose application/ account status are flagged during KYC screening to advise on follow up actions.
• You will need to EKYC Maker role and assist with mentoring/training new staff.
• You will need to attend to and provide first level review for customer feedback and account related disputes.
• You will need to escalate unresolved customer feedback and account related disputes for further review/ investigation and provide operational support throughout.
• You will need to assist to update daily reports on contact trends and service performance indicators.