Customer Experience Team Lead, Singapore

PRISM+ is the largest Singaporean direct-to-consumer smart home appliances brand. Our mission is to offer cutting-edge products to the masses at affordable prices. We are a rapidly growing, ever-evolving organization, and we are seeking new teammates to join us on our exciting journey.

Responsibilities{​{:}

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• Lead, mentor, and motivate a diverse team of 20 customer service agents (onshore and offshore
)
• Provide day-to-day guidance and support to the team in resolving challenging customer situation
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• Work with business tools to monitor calls, emails, and chats to ensure a world-class experience is being delivere
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• Make educated decisions, born out of empathy, to drive customer satisfaction across internal and external channel
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• Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goal
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• Knows and supports company procedures & SLAs; regularly reviews procedures, processes, and guideline
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• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externall
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• Reviews reports and takes action based on analysis to reinforce strengths and effectively address areas of opportunitie
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• Create an environment of continuous improvement and employee engagemen
t

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• All-hands-on-deck attitude with an ability to remain calm and excel under pressur
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• Fluent English with excellent communication skills, both written and verbal. Proficiency in Chinese will be an added advantag
e
• At least 3 Year(s) of working experience in the related field is required for this positio
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• Proficiency in CRM software, such as Zendesk and Salesforc
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• A successful track record working in a high-volume environmen
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• Able to solve problems by thinking analytically and creativel
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• Familiar with the latest e-commerce trends. Regular and reliable attendance is an essential function of this positio
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• High flexibility during busy perio
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• Ability to empathize with and prioritize customer need
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• Ability to determine customer needs and provide appropriate solutions, setting expectations with customer
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• Annual outpatient benefit (Includes dental and optical benefits
)
• Birthday leav
e
• Annual incremen
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• Performance bonu
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• Free flow snacks and Bubble Tea Friday