Location: Paya Lebar
Working Hours: Mon-Fri, 8:30am-6:00pm
Responsibilities:
- Lead the design and operationalisation of the live chat service channel, integrating WhatsApp with human agent support.
- Analyze current customer service operations to identify improvement opportunities.
- Design enhanced service delivery models, define operational frameworks, and set performance indicators.
- Develop user stories, reporting requirements, and knowledge resources to support live chat operations.
- Conduct User Acceptance Testing and manage live chat sessions to strengthen operational competencies.
- Develop and deliver training programmes for Live Chat Agents establish evaluation frameworks and metrics.
- Personally manage live chat sessions to ensure quality and uncover improvement opportunities.
- Drive continuous improvement initiatives across operational and technological workflows.
- Mentor and develop the Assistant Lead and team members.
Requirements:
- Minimum GCE O Levels.
- Minimum 3-5 years in service delivery or customer service operations, with at least 2 years in live chat or digital support.
- Proven leadership and team management experience.
- Strong project management skills with experience in complex technology implementations.
Jessica Nguyen Huynh Thanh Truc
CEI Reg. No. R23113787
EA License No. 99C4599
We regret that only shortlisted candidates will be notified.
