Customer Experience Executive

About the role

PRISM+ is seeking a Customer Experience Executive to support its offshore Customer Service Officers. You will act as a Level‑2 support specialist, handling complex cases, complaints and VIP interactions while collaborating with multiple business units to ensure a seamless customer journey.

Key responsibilities

• Provide timely, accurate, and high‑quality responses to complex cases, complaints and VIP customers via email, live chat and phone.
• Review escalated cases as second‑level support and advise frontline agents.
• Serve as liaison between the customer service department and technical, operations and other business units.
• Resolve complaints, propose solutions within defined timeframes, and follow up to confirm satisfaction.
• Identify emerging product issues, collect data and alert the Team Leader.
• Audit agent submissions to ensure data integrity and accuracy.
• Analyze customer feedback to spot trends and recommend improvements.
• Collaborate with the Team Leader to design and implement process changes.
• Perform any other ad‑hoc tasks assigned by the company.

Required profile

• Diploma from a recognised institution.
• Previous experience in a contact‑center environment; technical support or e‑commerce background is a plus.
• Basic understanding of consumer electronics and smart appliances such as monitors and smart TVs.
• Strong interest in consumer electronics and emerging technologies.
• Ability to make decisions based on risk assessment and sound judgement.
• Self‑starter attitude with a continuous‑improvement mindset.

Required skills

What we offer

• Opportunity to work with a leading home‑grown electronics brand.
• Exposure to a fast‑growing, innovative environment.
• Career development and growth within a regional company.