Responsibilities:
- 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
For interested candidates, please send your updated resume:
Email: [Confidential Information]
Whatsapp: +65 96272860
Angela Teh Ling Wei
(CEI No.R1104464)
Recruit Express Pte Ltd
EA License No. 99C4599
