Serving with Poise and Purpose

Since joining NSRCC Changi in June 2023, Tham Lay Hoon, Josephine, a Customer Service Officer (Golf), has been assisting golfers with their reservation, registration, and cancellation of flights. Her amiable personality and patience have earned her the Service Excellence Award FY2024/2025.

Members playing golf at NSRCC Changi may find Tham Lay Hoon, Josephine, a Customer Service Officer (Golf) at the golf reception, a warm, gracious, and reassuring presence. Her affable, polite demeanour, and jovial greetings are akin to a ray of sunshine, brightening the golfer's day.

Embracing Empathy

Since joining NSRCC Changi as a Customer Service Officer (Golf) in June 2023, Josephine carries out her responsibilities and commitments with unwavering dedication, driven by her objective of providing a pleasant experience to each member. Working closely with other colleagues, she assists golfers with their reservation, wait-listing, registration and cancellation of flights while handling golfing queries on guest rates, club affiliation, and handicap policies with tactfulness. Besides assisting with the organisation and implementation of private and in-house events, Josephine also prepares the handicap test for members while maintaining their handicaps. Her other responsibilities incorporate notifying members about the inclement weather, collecting golfers’ monthly subscription fees, and handling lost and found items.

Josephine is the epitome of a good Customer Service Officer with her strong interpersonal skills underpinned by empathy. She has mastered the art of active listening, sustaining meaningful and impactful conversations, picking up on verbal and non-verbal cues, tailoring conversations and body language accordingly.

“I try to be friendly, approachable, and patient while providing explanations to the best of my knowledge. I try to go the extra mile, and help whenever I can,” Josephine said.

Exuding grace, composure, and quiet confidence, Josephine exemplifies astute problem-solving skills, patience, attentiveness, and emotional intelligence. Embracing empathy, mindfulness, and composure, Josephine has proven her mettle, her ability to navigate challenges by being keenly attuned to members’ needs and preferences. She remains unruffled in the face of tense situations where members could not find their reservations. Embracing such challenges in her stride, Josephine adopts specially curated approaches guided by wisdom and compassion that resonate with the members and strike a chord in their hearts. Her poise and calm disposition amid the storm proffers assurance to the members.

Recognition for Her Contributions

Driven by the strong mission, purpose and camaraderie, Josephine demonstrates steadfast dedication, tenacity, and fortitude in adversity. Her steadfast contributions have garnered laudable recognition, as she is one of the Service Excellence Award recipients in FY 2024/2025. The award is a testament to her tenacity, unwavering commitment, and heartfelt empathy. She derives an intrinsic sense of fulfilment with this accolade.

“It came as a surprise. It is rewarding when they appreciate my hard work and contributions,” she said.

She credits her supportive team and caring management for playing pivotal roles in providing cherished mentorship and guidance, enabling her to learn the ropes along the way. Bonded in the spirit of solidarity and the shared sense of identity, Josephine forges a strong rapport with her team members, while fostering trust.