Closing Date: 19th April 2018

Executive, Customer Care

Salary: 0.00

Singapore Sports Hub is looking for an Executive, Customer Care who is able to assist in the management of Customer Care key performance indicators policies, procedures and reporting. 
He/she would be playing a key role in contributing to the training needs analysis of all employees
in Singapore Sports Hub and would be responsible for ensuring that company’s goals are
achievable by planning new customer service initiatives as well as reviewing existing operational procedures. 


  • Review existing operational procedures and propose solutions or initiatives that can improve customer experience
  • Plan and implement new customer service initiatives to achieve or exceed company’s goals
  • Handle feedback and escalated cases in a professional and prompt manner
  • Assist in the management of Customer Care KPI policies, procedures and reporting
  • Work with HR to implement Sports Hub’s service orientation program and service recognition scheme
  • Involve in training needs analysis and provide customer care training to employees of the 
  • Singapore Sports Hub 
  • Review, develop and update content in the training manuals, presentations, and handouts for the Customer Care team
  • Review, create and implement various Standard Operating Procedure and documents for 
  • QMS audit
  • Explore various communication channels to educate all Sports Hub staff front line or back of house, on key events, activities, and happenings
  • Assist in the daily reconciliations of payments and reconcile any financial discrepancies for facility and program bookings 
  • Ensure dissemination of the Customer Care program to full and part time employees
  • Adhoc duties and projects as assigned or needed


  • 2-3 years customer care/ customer relations experience
  • Proven track record in customer service including management of complaints and feedback
  • Strong oral and written communication skills
  • Strong personal, organizational and customer management skills
  • Strong time management and attention to detail
  • Ability to work well in a team and under pressure in a fast paced environment
  • Ability to remain calm under pressure and work independently
  • Willing to perform shift duties including weekends and Public Holidays

  • Proficient in Excel, Word, PowerPoint, and Outlook
  • Prior sports and entertainment industry experience preferred 
  • Prior experience in creating and implementing customer care program
  • Prior experience in managing multiple stakeholders in a matrix environment
  • Prior experience in managing customer care staff
  • Prior experience in Point Of Sales system, customer care processes and cash handling

Candidates who do not indicate current and expected salary, as well as notice period, will not be shortlisted. 

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