CX Manager: Live Chat & Digital Service Excellence

skills and workforce development agency; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Skills and Workforce Development Agency seeks a Manager (Customer Experience) to lead the Customer Experience team across OCC and digital channels, ensuring citizen-centric service. You will champion QA, training, and escalation processes, while coordinating with service delivery providers and stakeholders.

The role focuses on live chat operations, contact centre performance, and continuous service improvements to enhance service delivery for citizens.

Qualifications

• Fresh graduates welcome to apply.
• Experience through internships or projects in customer service or process improvement is a plus.
• Strong analytical and communication skills with a customer-centric mindset.

Responsibilities

• Lead live chat and contact centre operations to ensure responsive, citizen-centric service.
• Review interactions and monitor QA against standards to drive improvements.
• Design and implement training, knowledge resources, and escalation pathways.
• Collaborate with stakeholders to deliver quality service and continuous service improvement.
• Support CX initiatives and digital transformation efforts.

Skills

Analytical thinking

Problem solving

Written & verbal communication

Digital customer service platforms

Data analysis and reporting

Cross-functional collaboration

AI-enabled tools interest

Tools

CRM systems

Live chat tools

Microsoft Office

Job description

Skills and Workforce Development Agency seeks a Manager (Customer Experience) to lead the Customer Experience team across OCC and digital channels, ensuring citizen-centric service. You will champion QA, training, and escalation processes, while coordinating with service delivery providers and stakeholders.

The role focuses on live chat operations, contact centre performance, and continuous service improvements to enhance service delivery for citizens.