Customer Service Lead
- Bukit Jalil, Kuala Lumpur
- Permanent
- Full-time
- 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!