Customer Service Lead

7 days ago

Singapore PRISM Full time

As the Customer Service Lead, your ultimate goal is to coach a team, driving individuals towards their goals, and resulting in an excellent customer experience. The Customer Service Lead is responsible for mentoring Customer Experience agents and helping to improve on their KPI.

You will champion the vision for our company's customer experience and help to improve processes within the team, driving individual & team performance, skill-building, and delivering motivating feedback to achieve team objectives.

You deeply care about the customer and lead by example by being the customer's advocate yet you are a leader who will need strong leadership & management skills to drive transformation in a high-growth environment. You will be responsible for running the day-to-day operation of our Customer Service team.
**Responsibilities**
- Provide day to day leadership, direction and vision to the team, by coaching, mentoring, fielding questions, providing feedback on customer issues
- 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
- Knows and supports company procedures & SLAs; regularly reviews procedures, processes, and guidelines.
- Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
- Reviews reports and takes action based on analysis to reinforce strengths and effectively address areas of opportunities
- Create an environment of continuous improvement and staff engagement. Proactively implement process improvements to ensure service quality, service level agreements and operational
**Requirements**:

- All-hands-on-deck attitude with an ability to remain calm and excel under pressure
- Fluent English and Chinese with excellent communication skills, both written and verbal
- At least 3 Year(s) of working experience in the related field is required for this position.
- 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
- Exude patience and ownership with each customer
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
**Why Join Us?**
- PRISM+ is a great place to push your career to the next level.
- At PRISM+, We operate with the shared values of integrity, quality and accountability in everything we do.
- PRISM+ work culture isbuilt on collaboration and innovation as we believe that innovation and teamwork is our key value to success, and we practice it in everything we do.
- Exceptional learning and professional development opportunities.
- Our people are our brand,PRISM+ is where friendly, intelligent and forward-thinking people gather. This is a chance to work within a culture of camaraderie and grow your career the way you want. So, come for the big opportunities and stay for the people.

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