Customer Experience Team Lead, Singapore
1 month ago
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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