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
- 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 employee engagement
- 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 period
- Ability to empathize with and prioritize customer needs
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
- Annual outpatient benefit (Includes dental and optical benefits)
- Birthday leave
- Annual increment
- Performance bonus
- Free flow snacks and Bubble Tea Friday!
