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.


Requirements

-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.

Benefits

-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!