Customer Experience Manager

PRISM+ is the largest Singaporean direct-to-consumer smart home appliances brand. Our mission is to offer cutting-edge products to the masses at affordable prices. We are a rapidly growing, ever-evolving organization, and we are seeking new teammates to join us on our exciting journey. We take pride in delivering the best customer experience possible and we are seeking an experienced Customer Experience Manager to join us. You will excel in designing and optimizing customer service processes, be adept at resolving challenging customer escalations, and have a strong background in configuring CRM software such as Salesforce and Zendesk.

In this role, you will lead and manage a team of customer service agents to ensure a world-class customer experience. When there are escalation cases, you need to be able to guide them to deliver fantastic service recovery and delight the customer. The ideal candidate will have a proven track record of process improvement, a knack for handling difficult customer situations, and a deep understanding of CRM tools.

Key Responsibilities:

1. Customer Service Process Design:
   1. Assess, design, and optimize customer service processes to enhance efficiency and customer satisfaction.
   2. Implement best practices and workflows to streamline customer interactions.
   3. Lead process improvement initiatives to reduce response times and enhance the customer journey.
2. Difficult Customer Escalations:
   1. Handle and resolve escalated customer complaints and complex issues.
   2. Provide guidance and support to the team in resolving challenging customer situations.
   3. Develop strategies to prevent escalations and improve overall customer satisfaction.
3. CRM Software Configuration:
   1. Utilize hands-on experience with CRM software, including Salesforce and Zendesk, to set up and optimize customer flows and support workflows.
   2. Customize CRM tools to meet the specific needs of the customer service team.
   3. Train and mentor team members on CRM software usage.
4. Team Leadership and Management:
   1. Lead, mentor, and motivate a diverse team of 20 local and 100 offshore customer service agents.
   2. Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
   3. Develop and implement strategies to drive team performance and productivity.
5. Quality Assurance:
   1. Establish and maintain quality standards for customer interactions, both locally and offshore.
   2. Conduct regular quality assessments and audits to ensure adherence to these standards.
   3. Develop and implement training programs to address any skill gaps.
6. Data Analysis and Reporting:
   1. Utilize customer data and feedback to drive data-driven decision-making.
   2. Generate and present regular reports on key performance indicators, customer feedback, and team productivity.
7. Communication and Collaboration:
   1. Foster open and effective communication within the customer service team and with other departments.
   2. Collaborate with stakeholders to ensure customer-centric initiatives and improvements are executed.

Minimum Requirements:

1. Bachelor's degree in Business, Management, or a related field (or equivalent experience).
2. Proven experience in customer service management, with a focus on process design, escalations, and CRM configuration.
3. Strong leadership and people management skills.
4. Exceptional communication and interpersonal abilities.
5. Proficiency in CRM software, specifically Salesforce and Zendesk.
6. Data-driven decision-making and analytical skills.
7. Excellent problem-solving and conflict resolution capabilities.
8. Adaptability and the ability to thrive in a fast-paced, dynamic environment.
9. Experience with managing offshore customer service teams.
10. Knowledge of customer service best practices and emerging trends.