Manager, Live Chat Experience (1-year contract)

DHL Supply Chain; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A leading logistics company in Singapore is looking for a Manager for Live Chat Experience. This role involves spearheading the live chat service channel, conducting analyses to improve customer service operations, and managing teams. Ideal candidates will have 3-5 years of experience in customer support and proven leadership skills. The company promotes an inclusive workplace culture.

Qualifications

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

Responsibilities

• Lead the strategic design and operationalisation of the live chat service channel.
• Conduct comprehensive analysis of current customer service enquiry management.
• Design enhanced service delivery models and define performance indicators.
• Conduct User Acceptance Testing and manage live chat sessions.
• Develop and deliver training programmes for Live Chat Agents.

Skills

Leadership

Project management

Customer service operations

Digital customer support

Education

GCE 'O' levels

Job description

Manager, Live Chat Experience (1-year contract)

Lead the strategic design and operationalisation of the live chat service channel integrating WhatsApp with human agent support

Conduct comprehensive analysis of current customer service enquiry management operations and identify improvement opportunities

Design enhanced service delivery models, establish operational frameworks and requirements, and define performance indicators

Develop user stories, reporting requirements, and knowledge management resources to support live chat operations

Conduct User Acceptance Testing and manage live chat sessions to build operational competencies

Develop and deliver training programmes for Live Chat Agents and establish performance evaluation frameworks and metrics to refine the service model

Personally manage LiveChat sessions to maintain service quality and identify improvement opportunities

Drive continuous improvement initiatives across operational and technological workflows

Mentor and develop the Assistant Lead and team members

Requirements

• Minimally GCE 'O' levels
• 3-5 years of experience in service delivery and/or customer service operations, with at least 2 years in live chat or digital customer support
• Proven leadership and team management experience
• Strong project management capabilities with experience managing complex technology implementations

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered. We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.