Delivery Experience Lead

We are looking for a full-time Delivery Experience Lead based in Malaysia, who will be the heart and soul of PRISM+ for our customers. As a high-growth electronics company, we seek a candidate with experience in building and nurturing an exceptional Customer Service and Order Scheduler team that consistently provides WOW experience for our customers, solidifying PRISM+ as the best customer-oriented company.

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Delivery Experience Lead will report directly to the Head of Customer Experience.

Responsibilities

• Coordinate delivery schedules according to customer preferences, available slots, and logistical constraints.
• Keep internal systems and databases updated with 100% accuracy.
• Source, evaluate, and onboard new vendors to support operational growth and scalability.
• Monitor vendor performance, including service quality, responsiveness, and compliance with company standards.
• Analyze trends in customer orders and delivery schedules to enhance future operational strategies.
• Professionally address customer questions and concerns related to order scheduling, tracking, and delivery through email, phone, chat and platforms in a timely and courteous manner.
• Assist customers in tracking their orders and provide updates on anticipated delivery or installation timelines
• Maintain a polite, helpful, and professional attitude always.
• Identify common issues, gather customer feedback, and escalate concerns along with potential suggestions for improvements.
• Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
• Create effective Delivery Experience Team scheduling procedures, policies, and guidelines.
• Supervise day-to-day operations in the Customer Delivery Experience department and ensure 100% compliance with company standards
• Coach and develop new Customer Delivery Coordinator talent, fostering a strong customer-centric culture.
• Define the customer service strategy and implement the best operating model to achieve business objectives.
• Ensure excellent internal communication with the Customer Service and Logistics Teams to cultivate a customer-centric culture.
• Drive the development of customer satisfaction goals and coordinate with the Customer Service and Logistics Teams to achieve ambitious outcomes set by management.
• Assess service statistics and provide data analysis regularly.

• Diploma or Degree holder or equivalent
• A minimum of 3-5 years of relevant work experience in Customer Service, preferably in E-Commerce would be an advantage.
• Exceptional leadership, interpersonal, problem solving, and people management skills.
• Excellent phone etiquette and strong verbal and written communication skills.
• Strong problem-solving capabilities with a customer-focused approach.
• Ability to multitask, stay organized, and perform effectively under pressure.
• Experience with Zendesk or other customer service management systems is an advantage.
• Basic knowledge of e-commerce platforms and logistics processes.
• Familiarity with order delivery management systems and scheduling tools.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) or equivalent software applications
• Work schedules consist of 5.5 days work and 1.5 days off, candidates must be willing to work on weekends, public holidays, or outside regular working hours (Shift), as needed by the business.
• This is a fully in-office role, candidates must be comfortable commuting to the office located in Bukit Jalil, Kuala Lumpur.

• 14 days annual leave
• 1 day paid birthday leave
• Annual outpatient benefit (Includes dental and optical benefits)
• Annual performance increment
• Annual performance bonus
• Free flow snacks and drinks!