Customer Experience Manager — Live Chat & Digital Channels

Skills and Workforce Development Agency

Singapore

On-site

SGD 90,000 - 140,000

Full time

14 days+

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Job summary

Skills and Workforce Development Agency (SWDA) in Singapore seeks a Manager (Customer Experience) to lead service delivery across the One Contact Centre and digital channels. You will shape citizen-centric services through QA, live chat operations, and continuous improvement, collaborating with CX pros and outsourced vendors to ensure high standards.

You will oversee live chat workflows, training, escalation paths, and performance monitoring, driving service excellence and aligned CX initiatives

Qualifications

Strong analytical and problem-solving skills to understand complex processes.
Excellent written and verbal communication to manage citizen enquiries and stakeholder engagement.
Interest in customer service excellence and digital transformation initiatives.
Familiar with CRM platforms and live chat tools; keen on using technology to enhance service delivery.
Proficiency in data analysis and reporting using Microsoft Office; ability to present insights clearly.

Responsibilities

Oversee Live Chat Operations, ensuring timely, accurate, and professional citizen responses.
Monitor performance against service levels and drive continuous improvement.
Develop workflows, escalation paths, and knowledge resources for live chat delivery.
Co-lead and train the live chat team to deliver quality service.
Support outsourcing vendors and monitor service performance against standards.
Review interactions against QA framework and document findings.
Contribute to service recovery and quality assurance initiatives.
Deliver empathetic, clear customer experiences aligned with public service values.