Customer experience team lead, singapore

2 weeks ago


Singapore PRISM+ Full time

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: 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 situations Work with business tools to monitor calls, emails, and chats to ensure a world-class experience is being delivered Make educated decisions, born out of empathy, to drive customer satisfaction across internal and external channels Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals Know and support company procedures & SLAs; regularly review procedures, processes, and guidelines. Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally Review reports and take action based on analysis to reinforce strengths and effectively address areas of opportunities Create an environment of continuous improvement and employee engagement Minimum Requirements: All-hands-on-deck attitude with an ability to remain calm and excel under pressure Fluent English with excellent communication skills, both written and verbal. Proficiency in Chinese will be an added advantage At least 3 Year(s) of working experience in the 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 Able to solve problems by thinking analytically and creatively Familiar with the latest e-commerce trends. Regular and reliable attendance is an essential function of this position High flexibility during busy periods Ability to empathize with and prioritize customer needs Ability to determine customer needs and provide appropriate solutions, setting expectations with customers Benefits: Annual outpatient benefit (Includes dental and optical benefits) Birthday leave Annual increment Performance bonus Free flow snacks and Bubble Tea Friday #J-18808-Ljbffr



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