Customer Experience Team Lead

About the role

PRISM+ is Singapore's leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand's mission is to make premium technologies accessible to the masses-disrupting established industries with innovation and value that goes beyond the product. PRISM+ was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances. Join us at PRISM+ and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow. 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 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 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