Customer Service Officer — 24/7 Support & Career Growth

Singapore Pools; Singapore; On-site; SGD 42,000 - 60,000; Full time

Benefits offered by this job

Total rewards package

Health & wellness benefits

Learning opportunities

Volunteerism and community initiatives

Job summary

Singapore Pools is seeking a Customer Service Officer to respond to enquiries and feedback across all customer touchpoints, including calls, email, and live chat. You will handle e‑KYC tasks, liaise on compliance matters, and support customers with payments and account updates.

Fluency in English and Chinese is preferred. The role requires flexibility for 24/7 coverage including graveyard shifts, and the team emphasizes service standards and customer experience.

Qualifications

• Minimum O/ A level or Diploma with 2 years in customer service.
• Willingness to work shifts including nights, weekends, and public holidays.
• Good command of English and Chinese, verbal and written.

Responsibilities

• Handle enquiries and feedback across all customer touchpoints.
• Respond within service standards via calls, email, chat, and walk-ins if applicable.
• Communicate with accounts flagged during KYC/screening/exclusion for follow-up actions.
• Perform e-KYC maker role.
• Contact SPA customers on compliance and responsible gaming matters.
• Process SMSs via CRM and handle CRM cases on payments and account updates.
• Manage surges in customer contacts during service outages and coordinate recovery.

Skills

Customer service

Communication

Bilingual English/Chinese

Education

O Level/A Level/Diploma

Tools

Microsoft Office

Job description

Singapore Pools is seeking a Customer Service Officer to respond to enquiries and feedback across all customer touchpoints, including calls, email, and live chat. You will handle e‑KYC tasks, liaise on compliance matters, and support customers with payments and account updates.

Fluency in English and Chinese is preferred. The role requires flexibility for 24/7 coverage including graveyard shifts, and the team emphasizes service standards and customer experience.