PRISM+

Operations

• - Lead and manage a team of technicians and in-house agents to achieve operational success.
• - Ensure teams are delivering excellent operational standards for both experience and quality that are set out.
• - Develop and run projects to solve business operational problems structurally.
• - Workload management for the team to ensure completion of projects in a timely manner.
• - Create and maintain reports for overall team performance.
• - Analyze data to highlight trends and develop resolution playbook.
• - Handle complex escalations and critical customer issues with a structured and solution-oriented approach.
• - Handle other operational and ad-hoc duties as per team requirements.
• - Asset and logistical management.

Operations Team Lead

Customer Support

• - Collaborate with the Customer Experience team to deliver exceptional customer support.
• - Play a key role in building meaningful relationships with customers across various communication channels.
• - Gather and relay valuable customer feedback to help improve products and services.

Customer Service Officer – Offshore

• Provide timely, accurate and quality responses to complex cases, complaints and VIP customers via various contact points such as Emails, Live Chats and Phone Line
• As the 2nd level support, review escalated cases and provide advice to frontline agents
• Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
• Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction
• Identify emerging issue with products and provide insights to Team Leader early through data collection and an 'eye for details'
• Audit works submitted by agents to ensure data integrity and accuracy
• Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes
• Any other ad-hoc tasks as assigned by the Company.

Operations Team Lead

Customer Service Officer – Offshore

Customer Experience Executive