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Customer Experience Executive
PRISM+Customer Experience Executive supporting customer service operations for PRISM+ in Singapore. Ensuring quality customer interactions and resolving tech-related inquiries in a hybrid work environment.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Diploma from a recognised institution
- Previous experience working in a contact center (technical support and e-commerce will be an advantage)
- Basic understanding on consumer electronics and smart appliances such as monitors, smart TVs, etc
- Strong interest in consumer electronics and technology
- Think big - make decision based on risk assessment and proper judgement
- Be a self-starter and always seeks to improve yourself - dare to step outside of your comfort zone
- Data driven - you will be required to generate data, structure them and provide insights
Benefits
Comp & perks- Annual outpatient benefit (Includes dental and optical benefits)
- Birthday leave
- Health insurance
- Performance bonus
- Annual increment
- Free flow snacks and Bubble Tea Friday!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscustomer data collectiondata integrity auditingproblem resolutiontechnical supporte-commerce knowledgeconsumer electronics understandingsmart appliances knowledge
Soft Skills
communicationrelationship buildingproblem-solvingattention to detailself-starterrisk assessmentjudgmentadaptability
Certifications
diploma