PRISM+
consumer technology
CustomerExperienceTeamLead
“Customer Experience Team Lead at PRISM+. Skills: team leadership, customer experience management, problem-solving. Lead, mentor, and motivate a diverse team of 20 customer service agents (onshore and offshore). Provide day-to-day guidance and support to the team in resolving challenging customer situations”
What You'll Achieve.
ensure a world-class experience is being delivered; drive customer satisfaction across internal and external channels; meet and exceed metric understand how to leverage the team to improve outcomes and take action to meet goals; reinforce strengths and effectively address areas of opportunities
Industry & Context.
Able to solve problems by thinking analytically and creatively; Ability to determine customer needs and provide appropriate solutions
What They're Looking For.
Must Have
All-hands-on-deck attitude with an ability to remain calm and excel under pressure, Fluent English with excellent communication skills, both written and verbal, At least 3 Year(s) of working experience in the related field, Proficiency in CRM software, such as Zendesk and Salesforce, A successful track record working in a high-volume environment, Able to solve problems by thinking analytically and creatively, Familiar with the latest e-commerce trends, High flexibility during busy period, Ability to empathize with and prioritize customer needs, Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
Nice to Have
Proficiency in Chinese will be an added advantage
What You'll Do.
and motivate a diverse team of 20 customer service agents (onshore and offshore)
Provide day-to-day guidance and support to the team in resolving challenging customer situations
Work with business tools to monitor calls
and chats to ensure a world-class experience is being delivered
Make educated decisions
to drive customer satisfaction across internal and external channels
Drive team to meet and exceed metric understand how to leverage the team to improve outcomes and take action to meet goals
Knows and supports company procedures & regularly reviews procedures
Constantly evaluate workflows and find ways for them to be more efficient
relevant and valuable both internally and externally
Reviews reports and takes action based on analysis to reinforce strengths and effectively address areas of opportunities
Create an environment of continuous improvement and employee engagement
How You'll Work.
Team & Collaboration
Lead, mentor, and motivate a diverse team of 20 customer service agents (onshore and offshore); Provide day-to-day guidance and support to the team
Communication Scope
Fluent English with excellent communication skills, both written and verbal
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