Customer Experience Executive

Responsible for:  

Responding to customer enquiries, recording relevant data and ensuring maximum efficiency with respect of addressing and resolving customer queries.

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

• Ensuring that all customer enquiries are answered promptly and professionally.

• Using on-line systems to access data and answer customer queries within predetermined service times.

• Entering customer requests/queries on-line.

• Maintaining accurate customer records.

• Documenting and distributing clear, concise and appropriate technical support material to customers as required.

• Liaising with other internal areas to provide answers for customers.

• Escalating more complex customer enquiries to relevant channels.

• Liaising with agents on customer queries and complaints.

• Consistently meet set KPIs

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

• Complete all necessary training requirements and professional development opportunities. 

Core Competencies:  

Leadership

• Adjusts own work practices to support change

• Manage own performance & development

• Role model & hold others accountable for demonstrating our values and behaviours

Systems Processes & Policy

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

• Contribute to improvements in function/team

Client & Stakeholders

• Maintain effective working relationships with Managers & peers

Financial

• Display cost awareness

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

• Addresses and resolves conflict constructively

• Ability to build rapport quickly and effectively

• Maintains service quality under time pressures

• Attention to detail

• Proficient PC Skills

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

• Certificate 3 in Customer Service (desirable)

• 2 years plus experience in a customer service/sales position or related industry (desirable)

Other Position Requirements: 

• Current driver's license to travel to other sites and client appointments

• Some interstate travel may be required

• Subject to business demands, additional hours may be required

• May be required to travel and work across various sites

• Complete tasks delegated/assigned by the Team Leader

• Perform other reasonable duties as required