Customer Experience Executive

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:

Probe CX Compliance:

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe's privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

Customer Experience

• Ability to show empathy

• Proven track record of delivering results in a high-pressure environment

• Well-developed commercial acumen, negotiation, and influencing skills

• Strong attention to detail, a mature positive, and strong work ethic

• Take ownership of the customer's assistance request to find a solution to meet the customer's circumstances

• Capacity to work with people in crisis and an understanding of the behaviors of people who are experiencing significant personal crisis

• Strong written and oral communication, conflict management, negotiation, interpersonal and customer service skills, and the ability to advocate on behalf of others

• Demonstrated ability to work effectively in a team environment maintaining collaborative relationships with internal and external stakeholders that include government and other community service providers.

• Effective and demonstrated organizational, time management, and problem-solving skills with the ability to manage and meet the demands of multiple tasks and competing priorities.

• High level of professionalism including the confidential management of all organizational and client information.

• Previous experience in Collections and/ or hardship campaigns (preferable)

Core Competencies: 

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Implement functional organisational design & optimal workforce planning

• Ensure key function policies are in place & are current

• Drive & implement operational excellence in function / line of business

• Ensure compliance within function / line of business

Client & Stakeholders

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders

• Establish & maintain internal & external collaborative relationships, including functional & industry associations, managers, peers & direct reports

• Establish & manage effective  relationships with key stakeholders, internal & external, including functional & industry associations, vendors, Board & Executive team

Key Skills and Capabilities: 

• With Excellent English Communication (Oral and Written)

• Experience on phone, email, SMS, and live chat support preferred but not required

• Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required

• Has strong verbal and written communication and comprehension skills

• Good problem solving and critical thinking skills with a focus on issue resolution and customer satisfaction

• Resourceful, able to multitask and with great attention to detail

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Flexible and has the ability to quickly adjust to frequent process and information changes

• Can work under pressure

• Has Integrity and has high work standards and ethics

• Motivational Fit, Innovative & Team Player

• Flexible, amenable to work on GY or rotating schedule if needed

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

Other Position Requirements: 

• Complete tasks delegated/assigned by the Team Leader

• Perform other reasonable duties as required