Contract Customer Service Manager(Live Chat) / $5000 / East #ECT

Roles & Responsibilities

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 :

If you meet the requirements of this role, please email a detailed resume in Word document to Chloe Tan Hui Lin. Email : chloetan@recruitexpress.com.sg

Chloe Tan Hui Lin

CEI Registration No. : R1765524

Recruit Express Pte Ltd

EA99C4599

Tell employers what skills you have

Management Skills

Leadership

Microsoft Excel

Customer Service Operations

Customer Experience

Customer Interaction

Customer Support

Interpersonal Skills

Customer Loyalty

User Stories

Channel

Project Management

Team Management

User Acceptance Testing

Customer Satisfaction

Statistics

Customer Service

Customer Services

Service Delivery

Customer Service Experience