Night Shift

3 days ago


Singapore BLUESG PTE. LTD. Full time $45,000 - $60,000 per year


About the role
  • Organise and oversee shift duties for the team.
  • Supervise and mentor a team of Customer Experience Agents to achieve performance goals.
  • Ensure emails, live chat and calls handled by Customer Experience Agents are correctly managed.
  • Monitor calls to observe individual demeanour, technical accuracy, and adherence to company and client policies and procedures.
  • Handle and escalate sensitive calls when necessary.
  • Provide real-time feedback and conduct monthly reviews.
  • Identify and address process bottlenecks and inefficiencies to improve overall performance.
  • Collaborate with other departments to ensure seamless communications and alignment of goals.
  • Handle any ad-hoc tasks assigned to support operational needs, process improvements, or special projects.
What We're Looking For
  • Proven experience in a customer service role, with at least 2 years in a supervisory position.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to provide constructive feedback and handle sensitive situations.
  • Ability to work under pressure.
  • Attentive to details.
  • Proficiency in using customer service software tools such as Zendesk.
  • Must be able to work permanent night shift 10:30pm - 7:30am
  • weekends and Public Holidays.


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