Customer Service Lead

We are seeking a full-time Customer Service Lead based in Malaysia who will be the heart and soul of PRISM+ to our customers. Being in a high-growth electronics company, we are looking for a candidate who can show experience in building and nurturing an amazing customer service team to constantly provide a WOW experience to our customers, cementing PRISM+ as the BEST Customer-oriented company.

This passionate experienced individual will help us drive up customer satisfaction by going far and beyond, nurturing the culture and mindset of the team. The Customer Service Lead will report directly to the Customer Service Manager.

Responsibilities:

• 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 and adopting a work-from-home arrangement whenever required, do ensure that you have all the following

1. Stable internet connection
2. Personal computer or laptop
3. Headset or earphones

• 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!