Client Services Manager - South Korea Market (Contract)

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking an experienced Customer Service Manager to oversee livechat and email operations, ensuring high KPI achievement.

The role requires coaching, data analysis, and cross-department collaboration to deliver effective solutions for fintech/trading clients. You will manage manpower planning, monitor performance, and drive continuous improvements while handling escalations and standby coverage for outages.

Qualifications

• Bachelor degree in finance, economics, mathematics, business administration or related field with numbers focus.
• 5–7 years of customer service experience, including 2–3 years in supervisory roles.
• Familiarity with frontline Livechat and Email operations in fast-paced sectors like fintech/banking/call-centre.
• Strong numeric/analytical skills; ability to interpret data.
• Proficient in English and Korean for communication and writing with market counterparts.
• Team player, self-driven, able to respond to client requests positively.
• Willingness to work 5 days including weekends and public holidays.

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 outage

Education

Bachelor degree in finance / economics / mathematics / business administration or business management or any related capacity with keen and sharp eye for numbers

Customer service experience

People management / supervisory experience

Livechat and Email frontline operations

Analytical mindset / numbers and statistics

English & Korean communication and writing

Team player, self-driven

Interest in fintech / crypto trading firms

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)