Contract Customer Service Manager(Live Chat) / $5000 / East #ECT

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is looking for a Live Chat Operations Lead. In this role, you will lead the design and operationalisation of the live chat service, analyze customer service operations, and mentor team members. The ideal candidate has 3-5 years of experience in service delivery and strong project management skills. Email your resume to the provided contact.

Qualifications

• 3–5 years in service delivery or customer service operations, with at least 2 years in live chat or digital support.
• Proven leadership and team management experience.
• Strong project management skills with experience in complex technology implementations.

Responsibilities

• Lead the design and operationalisation of the live chat service channel.
• Analyze current customer service operations to identify improvement opportunities.
• Design enhanced service delivery models.
• Develop user stories and reporting requirements for live chat operations.
• Conduct User Acceptance Testing and manage live chat sessions.
• Develop and deliver training programmes for Live Chat Agents.
• Mentor and develop the Assistant Lead and team members.

Skills

Leadership

Project management

Customer service operations

Education

Minimum GCE 'O' Levels

Job description

Working Hours: Mon–Fri, 8:30am–6:00pm

Responsibilities

• Lead the design and operationalisation of the live chat service channel, integrating WhatsApp with human agent support.
• Analyze current customer service operations to identify improvement opportunities.
• Design enhanced service delivery models, define operational frameworks, and set performance indicators.
• Develop user stories, reporting requirements, and knowledge resources to support live chat operations.
• Conduct User Acceptance Testing and manage live chat sessions to strengthen operational competencies.
• Develop and deliver training programmes for Live Chat Agents; establish evaluation frameworks and metrics.
• Personally manage live chat sessions to ensure quality and uncover improvement opportunities.
• Drive continuous improvement initiatives across operational and technological workflows.
• Mentor and develop the Assistant Lead and team members.

Requirements

• Minimum GCE 'O' Levels.
• 3–5 years in service delivery or customer service operations, with at least 2 years in live chat or digital support.
• Proven leadership and team management experience.
• Strong project management skills with experience in complex technology implementations.

If you meet the requirements of this role, please email a detailed resume in Word document to Chloe Tan Hui Lin. Email: [e-mail]

Chloe Tan Hui Lin

CEI Registration No.: R1765524

Recruit Express Pte Ltd

EA99C4599

*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.