Customer Service Lead

• Supervise day-to-day operations in the customer service department while supporting customer service officers as the point of escalation if required.
• Drive continuous improvement of PRISM+ Customer Service by researching the latest industry techniques and methods.
• Define the Customer Service strategy and deliver the best operating model to deliver the Business Strategy.
• Identify opportunities for improvement of PRISM+ customer service, influence and elevate the skillset of a broader customer service team.
• Work with various countries' customer service stakeholders to learn and implement good case studies.
• Create effective customer service procedures, policies, and standards.
• Ensure excellent internal communication with business units and the Customer Service team to help foster a customer-centric culture.
• Drive the development of customer satisfaction goals and coordinate with the Customer Service team to achieve ambitious outcomes from management.
• Assess service statistics and provide data analysis.
• Be passionate about the products you deal in and be at the forefront of all the latest technology/specifications.
• Obtaining and sharing customer feedback with colleagues and other departments to improve products and services.
• Coach and groom new customer service talents and ensure a strong culture of customer-centric mindset among customer service officers.
• Conduct regular QA audits and drive quality improvements to provide the best Customer Experiences.

• Diploma/Degree holder or equivalent.
• At least 3-5 years of relevant work experience in customer service experience, preferably in E-Commerce would be an advantage.
• Exceptional leadership, interpersonal, problem-solving, and people management skills.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize, and prioritize work.
• Prior experience in Zendesk, or any other Customer Service Management system would be an advantage.
• Experience in Consumer Electronics / Home appliances would be an advantage.
• Strong technical skills and ability to adapt to new technologies quickly.
• 5 days’ work and 2 off days, candidates must be willing to work on weekends and public holidays / outside of regular working hours when needed.
• Candidates must be comfortable commuting to the office at Bukit Jalil, Kuala Lumpur.

• This position will be fully work from the office.

• 14 Days Annual Leave
• 1 Day Birthday Leave
• Annual outpatient benefit (Includes dental and optical benefits)
• Annual increment
• Performance bonus
• Free flow snacks and drinks!

PRISM+