Customer Experience Executive
6 days ago
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Main Activities and Responsibilities:
● Answering inbound calls and emails from Suppliers, Inventory Controllers and Vendor Replenishment Planners to schedule or modify booking in relation to the delivery of inventory to Coles Distribution Centres.
● Outbound calls to co-ordinate the scheduling of freight bookings
● Escalate the critical issues to the Management, where required.
● Ensuring the call flow process is followed as per the QA guidelines.
● Ensuring the emails that come into the IFS inbox are responded to with in SLA of 1 Hour.
Core Competencies:
Key Skills:
● Excellent listening skills
● Strong communication skills both written and verbal
● Attention to detail
● Ability to multi-task and retain information
● Time Management
● The ability to liaison effectively at all levels
● Experience in Logistics/Distribution Centre Industry
Key Skills and Capabilities:
● Problem solving and conflict resolution skills
● Excellence in service delivery
● Proficient written and oral communication skills
● Ability to build relationships & work collaboratively with clients and organisational peers
● Efficient and accurate typing ability
● Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
● Addresses and resolves conflict constructively
● Ability to build rapport quickly and effectively
● Maintains service quality under time pressures
● Attention to detail
Qualifications and Typical Experience:
● 2 years plus experience in a customer service
● Substantial experience within similar role
● Experience working directly with clients
Other Position Requirements
● Available full time hours (40 per week across all times
● Monday to Saturdays (weekends would be on a rotating basis)
● Rotating hours – available from Monday to Friday 6.30am-4.30pm and Saturday 8am-12.30pm
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