Customer Experience Executive

About the role

The Customer Experience Executive will act as the primary point of contact for offshore Customer Service Officers, supporting the Customer Service Team Leader in day‑to‑day contact‑center operations. You will handle complex technical cases, complaints and VIP enquiries, ensuring a high level of customer satisfaction for PRISM+’s consumer‑electronics portfolio.

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 Level‑2 support and advise frontline agents on resolution.
• Serve as liaison between the customer service department and other business units such as technical and operations teams.
• Resolve customer complaints, propose appropriate solutions within defined timeframes and follow up to confirm satisfaction.
• Identify emerging product issues and relay insights to the Team Leader through data collection and analysis.
• Audit agents’ submitted work to ensure data integrity and accuracy.
• Analyze customer data and 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 experience 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