Customer Experience Team Lead, Singapore

1 month ago


Singapore PRISM+ Full time

PRISM+ is a leading Singaporean direct-to-consumer smart home appliances brand, committed to offering innovative products at affordable prices. Our goal is to deliver a world-class customer experience, and we are seeking a talented team member to help us achieve this mission.

Key Responsibilities:

  • Lead and mentor a diverse team of customer service agents (onshore and offshore) to ensure excellent customer satisfaction.
  • Provide day-to-day guidance and support to the team, utilizing business tools to monitor calls, emails, and chats.
  • Make informed decisions, driven by empathy, to enhance customer satisfaction across internal and external channels.
  • Collaborate with the team to meet and exceed performance metrics, leveraging strengths and addressing opportunities for growth.

Requirements:

  • An all-hands-on-deck attitude with the ability to remain calm and excel under pressure.
  • Fluent English with excellent communication skills, both written and verbal. Proficiency in Chinese is a plus.
  • At least 3 years of experience in a related field is required for this position.
  • Proficiency in CRM software, such as Zendesk and Salesforce.
  • A successful track record working in a high-volume environment.
  • Analytical and creative problem-solving skills.
  • Familiarity with e-commerce trends and the ability to prioritize customer needs.

Benefits:

  • Annual outpatient benefits, including dental and optical coverage.
  • Birthday leave.
  • Annual increments and performance bonuses.
  • Free flow snacks and Bubble Tea Fridays.


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