Senior Executive , Live Chat Experience

• 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

Job 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