Customer Experience Officer (1-year contract)

Singapore Pools; Singapore; On-site; SGD 30,000 - 42,000; Full time

Benefits offered by this job

Total rewards package

Health & wellness benefits

Upskilling opportunities

Volunteerism and community initiatives

Job summary

Singapore Pools (Pte) Ltd in Singapore is seeking a frontline representative to assist walk-in customers at our retail branches, delivering excellent service and guiding customers to use Singapore Pool’s digital services.

You will engage customers during campaigns and support divisional initiatives such as Anti Scam awareness and eKYC roles during peak periods, working shifts including weekends and public holidays.

Qualifications

• Minimally O Level/ A Level or Diploma with experience in hospitality, sales or customer service.
• Ability to work shifts, including weekends and public holidays.
• Strong communication skills and empathy; able to liaise in English and Chinese.

Responsibilities

• Assist walk-in customers at retail sales points with SPPL’s offerings and service.
• Engage customers for campaigns and awareness campaigns.
• Support divisional or corporate initiatives such as Anti Scam awareness and eKYC maker role.

Skills

Customer service

Communication skills

Interpersonal skills

Team player

Digital literacy

Bilingual English/Chinese

Education

O level / A level / Diploma

Job description

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association’s Responsible Gaming Framework since 2012.

Since inception, Singapore Pools’ staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment.

Work that powers communities.

Date: 5 Aug 2026

Company: Singapore Pools (Pte) Ltd

Job Purpose

Reporting to the Assistant Manager, the incumbent will serve as a one-stop touch point for customers at retail branches, providing excellent experience and customer service such as facilitating customers to adopt Singapore Pool’s digital services.

What You’ll Do

• Assist walk-in customers at our retail sales points on SPPL’s offerings and provide excellent customer experience.
• Engage Customers as part of campaign support to create awareness for that particular campaign. For example, educational campaigns (how to play horse wagering), outlet closure campaigns (alternative outlets) etc.
• Provide support for divisional or corporate initative. Examples of such initatives would include Anti Scam awareness, supporting of eKYC maker role during peak periods etc.

Who You Are

• Minimally O Level/A Level/Diploma certification, with professional experience in hospitality, sales, or customer service-related roles.
• Able to work shift hours, including weekends and public holidays.
• Strong interpersonal and communication skills, with attributes such as empathy or influencing.
• You should have a good command of English and Chinese to liaise with English or Chinese speaking customer.
• Independent and a team-player with customer-oriented mindset.
• Digitally savvy with confident knowledge of digital applications.

What We Offer

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