Client Services Manager - South Korea Market (Contract)

QUESSCORP SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

QUESSCORP SOLUTIONS PTE. LTD. seeks an experienced Livechat Operations Manager to lead a team delivering live chat and email support for financial clients. You will manage manpower, monitor KPI performance, coach staff, and coordinate with other departments to ensure effective project outcomes.

Ideal candidates have 5–7 years in customer service, 2–3 years in supervision, strong numerical skills, and fluency in English and Korean. Schedule includes weekends/public holidays.

Qualifications

• Bachelor's degree in finance/economics/mathematics/business administration or related, with keen numerical ability.
• 5–7 years customer service experience with 2–3 years supervisory responsibilities.
• Familiar with livechat and email in fast-paced finance/fintech environments.
• Strong numerical acumen for data analysis and reporting.
• Excellent English and Korean communication skills.

Responsibilities

• Plan and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements
• Oversee team performance and ensure all members consistently achieve and maintain high KPIs
• Provide coaching and training to all members, including case sharing for error / incidents prevention
• Monitor team specific challenges and situations, working proactively to meet team and BU OKRs
• Analyze performance data and prepare detailed reports providing analysis, and solutions to problems
• Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement
• Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven
• To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage.

Skills

English & Korean

Frontline operations

Numerical analysis

Education

Bachelor's degree in finance/economics/mathematics/business administration or related

Job description

Responsibilities:

• Plan and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements
• Oversee team performance and ensure all members consistently achieve and maintain high KPIs
• Provide coaching and training to all members, including case sharing for error / incidents prevention
• Monitor team specific challenges and situations, working proactively to meet team and BU OKRs
• Analyze performance data and prepare detailed reports providing analysis, and solutions to problems
• Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement
• Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven
• To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage.

Requirements:

• Candidate possess bachelor degree in finance / economics / mathematics / business administration or business management or any related capacity with keen and sharp eye for numbers
• Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities.
• Ideally familiar with frontline operations (Livechat and Email) in fast-paced industry like Financial institutions, Fintech / Banking / Investment / call-center environment
• Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.
• Proficient in English & Korean in communication and writing in order to liaise with dedicated market counterparts
• Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms
• Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance
• Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm /4pm-1am /12am-9am)