["Customer Experience Executive","Customer Experience Executive"]

3 weeks ago

Quezon City, Philippines Probe Group Full time

Overview

Job title: Customer Experience Executive. Location: Quezon City, National Capital Region, Philippines. Employer: Probe Group.

Responsibilities
  • Respond to customer service inquiries via phone and/or email, including but not limited to: account maintenance, payment schedule movement, and order declines.
  • Receive training and be prepared to demonstrate mastery and knowledge of BNPL features, benefits, quality, and other service packages available to customers.
  • Follow Probe CX policies and contribute to a safe, respectful, and inclusive workplace; comply with privacy, data protection, and information security policies; protect Probe and client data and assets; avoid sharing passwords, OTPs, or MFA credentials; stay vigilant for phishing or suspicious activity.
  • Support a speak-up culture and report improper conduct per the Whistleblower Policy.
  • Handle phone and written communications (email, webform, social media) and perform any related administrative tasks for customers.
Core Competencies
  • High-level written and verbal communication skills
  • Proficiency with MS products, Google tools, and call center software
  • Ability to build rapport quickly and maintain a customer-centric attitude under pressure
  • Strong attention to detail and the ability to get things right the first time
  • Multichannel experience and the ability to multitask
  • Process-driven with the ability to adapt quickly
  • Problem-solving, negotiation, and constructive conflict resolution
  • Flexibility with working days and rotating rosters
  • Team player who can also work independently
Qualifications and Typical Experience
  • Educational Attainment: At least High School Graduate (old or new curriculum)
  • Desired Years of Experience: 0 – 12 months of continuous work experience
  • Desired Industry Exposure: BPO / Any industry experience
  • Desired Role Exposure Prior: BPO experience as a Customer Service Representative; financial/collections experience is a plus
Employment details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Business Development and Sales
  • Industries: Outsourcing and Offshoring Consulting
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