Customer Service Executive - Central Provident Fund Board

Role Overview

The Central Provident Fund (CPF) Board is looking for empathetic, articulate, and dedicated Customer Service Executives to join #TeamCPF. In this role, you will serve as the primary bridge between the organization and over 4 million CPF members, helping them navigate retirement, healthcare, and housing schemes with clarity and confidence.

Key Responsibilities

• Deliver prompt, personalized, and empathetic customer support regarding CPF policies, savings, and digital services across multiple touchpoints—including phone calls, video consultations, in-person service counters, contact center queues, and live messaging.
• Engage members professionally and patiently to understand their individual circumstances and provide actionable guidance.
• Troubleshoot member enquiries, resolve complex cases tactfully, and escalate issues when appropriate while maintaining high service satisfaction.
• Accurately document customer interactions, case details, and follow-up actions in the customer relationship management system.
• Keep updated with evolving CPF schemes, regulatory guidelines, and digital self-help features.

Requirements & Candidate Profile

• No prior work experience is required; fresh graduates and career switchers are welcomed to apply (training is provided).
• Prior experience in customer contact centers, counter service, or hospitality is an advantage.
• Strong interpersonal, active listening, and verbal/written communication skills.
• Sharp critical thinking and problem-solving abilities to handle diverse public enquiries calmly and effectively.
• Comfortable using digital tools, telephony platforms, and CRM systems.
• Note: Appointed candidates commence as Customer Service Associates and will be designated as Customer Service Executives upon successful completion of the structured modular training framework.

Employment Terms & Benefits

• 1-year direct contract under CPF Board payroll, with potential renewal and conversion to permanent placement based on performance.
• Comprehensive employee benefits including medical and dental coverage, pro-family leave schemes, and structured training pathways.
• Hybrid work arrangements available subject to operational requirements.