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Project Manager, Customer Support Systems

2 - 3 years
Posted: 2018-12-07

Industry
Recruitment/Staffing/RPO
Function
IT
Role
Software Engineer/ Programmer
Posted On
7th Dec 2018
Job Ref code
projectmanagercustom
ersupportsystems1826
73
Job Description
Job Description :

**Our Client is an established company in Singapore, who is seeking to recruit a Project Manager, Customer Support Systems.
Project Manager, Customer Support Systems
The Project Manager, Customer Support Systems is a key member driving this transformation and plays an important role in leading strategic projects on new digitized channels to paradigm shift the direction and approach of customer care.
Job Responsibilities:
  • Conceptualise and implement enhancement of existing digitized customer care channels (Livechat etc) to improve adoption and/ or customer experience.
  • Establish short and long term goals and strategies of the new digitized customer care channel
  • Engage closely with the IT team and suppliers to determine the best technical implementation methods
  • Engage closely with contact centre to ensure smooth delivery of new processes, talent acquisition and training for the new digitized customer care channel
  • Execute project of the new digitized customer care channel
  • Own the result and establish key performance metrics and goals for the new digitized customer care channel. Coordinate with relevant teams to ensure that goals are met
  • Post implementation optimisation to deliver maximize performance and result of the new channel
  • Supporting day to day operations of the digitized customer care channels
  • Manage new and existing small to medium system/ application projects for internal users of Consumer Operations, including day-to-day operations

Job Requirements
  • Bachelor degree in Business Management,
  • Technical knowledge is not mandatory but candidate must be able to appreciate and understand technology used for the digitized customer care channels and solution set up
  • 2-3 years of project management or business analysis experience at a consumer technology company.
  • Self-starter, self-motivated, self-directed and self-sufficient. Able to hit the ground running.
  • With problem-solving mindset, able to learn fast and connect knowledge with operation needs to overcome challenges. An excellent problem solver, and not a messenger of problem
  • Detail-oriented with great organizational skills and meticulous in follow-up.
  • Able to follow through project from conceptualisation, launch and post launch operations
  • Ability to establish priorities, work independently, successfully execute multiple projects, and attain objectives with minimal supervision.
  • Agile under pressure with impeccable business judgment.
  • Results-oriented and work with a sense of urgency.
  • Excellent interpersonal and relationship building skills across several diverse technical and non-technical groups.
  • Excellent communication skills in all forms, including written and verbal.
  • Candidates with an IT background, strong business acumen and project management experience would be advantageous.

JJ Consulting Services
EA Licence No.: 12C6207
Experience:
  • Project Management: 2 years (Preferred)

Location:
  • Singapore (Preferred)


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