Senior Executive , Live Chat Experience
DHL Supply Chain Singapore Pte Ltd
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Job summary
DHL Supply Chain Singapore Pte Ltd is seeking a Live Chat Lead to drive the strategic design and operationalisation of our live chat channel integrating WhatsApp with human agent support, in Singapore.
You will analyse current customer service operations, define performance indicators, and develop training for Live Chat Agents, while mentoring the team.
This role requires 3-5 years in service delivery with leadership experience and strong project management to implement complex tech solutions.
Qualifications
- GCE O levels or equivalent.
- 3-5 years in service delivery 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 for complex technology implementations.
Responsibilities
- Lead strategic design and operationalisation of live chat with WhatsApp and human agents.
- Analyze current customer service operations and identify improvement opportunities.
- Design service delivery models and establish performance indicators.
- Develop user stories, reporting, and knowledge resources for Live Chat.
- Conduct User Acceptance Testing and manage live chat sessions to build operational competencies.
- Deliver training programmes for Live Chat Agents and establish evaluation metrics.
- Mentor and develop the Assistant Lead and team members.
- Drive continuous improvement across operational and technological workflows.
Skills
Education
Tools
Job description
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
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
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