Customer Experience and Operations Executive

About PRISM+

PRISM+ is a homegrown electronics brand from Singapore, now active in Australia, Malaysia, and the Philippines. Since starting in 2017 as a direct-to-consumer display technology specialist, it has grown into Singapore’s top monitor and smart TV brand. The company is recognised for offering premium products at accessible prices, along with an award-winning customer experience. Its product range has since expanded into a broader lineup of home electronics and appliances.

PRISM+ is looking for someone to join its team and contribute to a business where new ideas are valued, growth is supported, and daily work has a direct impact on the future of consumer technology.

Role Overview

This position focuses on managing customer experience and operational execution across technicians and in-house agents. The role involves ensuring service quality, improving processes, handling escalations, and supporting team performance through reporting, analysis, and structured problem-solving.

Key Responsibilities

• Lead and coordinate a team of technicians and in-house agents to support smooth operational outcomes.
• Maintain strong service and quality standards across customer experience and operations.
• Plan and execute projects that address operational challenges in a systematic way.
• Manage team workloads to ensure assignments and projects are completed on schedule.
• Prepare and maintain performance reports for the team.
• Review data to identify patterns, trends, and areas that need improvement, then build practical resolution guides.
• Resolve complex escalations and urgent customer concerns with a calm, structured, and solution-focused approach.
• Support other operational tasks and ad-hoc duties as required by the team.
• Oversee asset handling and logistics coordination.

Requirements

• A diploma or degree in Business, Operations Management, Engineering, or a related discipline.
• At least 1 to 3 years of experience in customer service, operations, or technical support.
• Previous experience leading technicians or ground operations teams will be an advantage.
• Strong troubleshooting ability and confidence in managing complicated operational issues and escalations.
• Comfort working with data, reporting, analysis, and trend spotting to support improvements.
• Well-developed organisation and workload prioritisation skills in a fast-moving environment.
• Proficiency in Microsoft Excel and reporting tools such as Google Sheets and dashboards; experience with CRM or ticketing systems is a plus.
• A proactive, hands-on approach with the ability to work independently and with limited supervision.

Additional Information

This is a full-time, onsite role based in Singapore, Singapore.