Customer Experience Executive

PRISM is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. PRISM was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances.

Join us at PRISM and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow.

As a Customer Experience Executive, you will be the go-to person for our offshore Customer Service Officers. You will be involved in assisting the Customer Service Team Leader in managing day-to-day operations of the contact center - provide insights, advice and approvals to technical cases escalated by our customer service officers and take over any complex cases and complaints as a level 2 support staff. This role requires you to have a strong interest in consumer electronic products and keeping up-to-trend with the technologies. Your main goal will be to ensure customer satisfaction and provide a positive experience with our brand.

Job Description:

• 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

Requirements

• 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

• Annual outpatient benefit (Includes dental and optical benefits)
• Birthday leave
• Health insurance
• Performance bonus
• Annual increment
• Free flow snacks and Bubble Tea Friday!