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

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

Job summary

A recruitment agency in Singapore is looking for a candidate to lead the live chat service channel, analyze customer service operations, and mentor team members. The ideal applicant will have at least 3–5 years of experience in service delivery with solid project management skills. Opportunities for training and development of live chat agents are included in this role.

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 for improvement.
• Mentor and develop the Assistant Lead and team members.

Skills

Service delivery

Customer service operations

Leadership

Project management

Digital support

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.

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.