Job Description

We are looking for a full-time Customer Delivery Lead based in Malaysia, who will be the heart and soul of PRISM+ for our customers. As a high-growth electronics company, we seek a candidate with experience in building and nurturing an exceptional Customer Service and Order Scheduler team that consistently provides WOW experience for our customers, solidifying PRISM+ as the best customer-oriented company.

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Delivery Lead will report directly to the Head of Customer Experience.

Responsibilities

• Coordinate delivery schedules according to customer preferences, available slots, and logistical constraints.
• Keep internal systems and databases updated with accurate order and scheduling information.
• Analyze trends in customer orders and delivery schedules to enhance future operational strategies.
• Professionally address customer questions and concerns related to order scheduling, tracking, and delivery through email, phone, chat and platforms in a timely and courteous manner.
• Assist customers in tracking their orders and provide updates on anticipated delivery or installation timelines
• Maintain a polite, helpful, and professional attitude always.
• Identify common issues, gather customer feedback, and escalate concerns along with potential suggestions for improvements.
• Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
• Supervise day-to-day operations in the Customer Service & Order Scheduler department.
• Coach and develop new Customer Service and Order Scheduler talent, fostering a strong customer-centric culture.
• Define the customer service strategy and implement the best operating model to achieve business objectives.
• Create effective Customer Service & Order Scheduling procedures, policies, and guidelines.
• Ensure excellent internal communication with the Customer Service and Logistics Teams to cultivate a customer-centric culture.
• Drive the development of customer satisfaction goals and coordinate with the Customer Service and Logistics Teams to achieve ambitious outcomes set by management.
• Assess service statistics and provide data analysis regularly.

Job Requirements