Contract Customer Service Manager (Live Chat) / Up to $5000 #NJN

Recruit Express; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking an experienced candidate to lead the operationalisation of the live chat service channel. This role demands a minimum of GCE 'O' Levels and 3–5 years in service delivery or customer service operations, with a strong emphasis on leadership and project management skills. The successful applicant will analyze operations, mentor team members and design better service delivery models.

Qualifications

• Minimum 3–5 years in service delivery or customer service operations.
• At least 2 years in live chat or digital support.
• Proven leadership and team management experience.

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.

Skills

Leadership

Project management

Customer service operations

Service delivery

Education

GCE 'O' Levels

Job description

Location:

Paya Lebar

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.
• Minimum 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.

We regret that only shortlisted candidates will be notified.