Job Description

What the role is
At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovative, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character and builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport. Sport Singapore is constantly on the lookout for individuals who are passionate about what they do. Anchored in our values of Passion for Sport, Strength through Teamwork and Care for People, we believe in working and playing, not just as a team, but as a family. The level of offer will commensurate with applicants’ experience and track records. Successful candidates will be offered a 3-year contract in the first instance.
What you will be working on
In this role, you will: • Manage day-to-day feedback and follow up with actions to ensure that customer’s feedback is resolved • Manage customer feedback via phone, email or online feedback form • To guide and to provide training to the junior staff when comes to handling of public feedback • Follow up on feedback and refunds requests with various stakeholders eg Finance and sport centre staff • Working with vendor to ensure members’ schemes are reflected accurately in accordance with the change in Safe Management Measures (SMM) • Assist in setting the overarching Service Standards at ActiveSG & at Sport Centres • Change the mindset of frontliners to enable the Experience Excellence culture from ground up • Assist in the development of service recovery framework and implementation plans • Operationalise the service recovery framework • Manage sudden closures / opening of ActiveSG and Dual Use Scheme (DUS) facilities • Operations to warn/suspend members who do not comply to our rules and regulations • Proactive review of policies based on feedback that comes through the QSM channel using data analystics • Updating new information in the chatbot
What we are looking for
We are looking for self-motivated individuals who value integrity, teamwork and take pride in going the extra mile to provide excellent service to stakeholders and the community. This individual should be a sport advocate through living an active lifestyle and staying active. In addition, an ideal candidate should possess the following; • Min 3 to 5 years of relevant experience in Customer Service • Proficient in Powerpoint, Excel and Mircosoft applications • Good interpersonal skills and experience in dealing with people at all levels • Committed, meticulous and accurate in assigned tasks • Be a team player with strong problem solving and investigation skills • Able to function in a fast-paced work environment