Customer Experience Executive

Responsible for: 

Handling customer contacts in line with client and company requirements. The campaign is an inbound customer service of a logistics company in Australia. The Customer Service Representatives are expected to help the Customers process parcel delivery and/or collection requests, lodge investigations for missing parcels, and the like.

Main Activities and Responsibilities: 

• 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

• Attend and actively participate in training and development: 

• Develop and maintain a thorough understanding of service/product, processes and systems 

• Actively participate in monthly performance reviews 

• Attend and actively contribute to team meetings to assist in continual improvement 

Handle every customer contact in line with client and company requirements in order to meet monthly:

• Key Performance Indicators (KPI's) and targets (KPI's and targets may be subject to change dependant on client and company requirements): 

• Handle contact within required time frame 

• Meet required standards of quality 

• Adhere to schedule to achieve required target 

• Meet attendance requirements in line with contract and company policies 

• Other KPI's as required 

• Other reasonable duties as required
   

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 with functional & industry associations, managers, peers & direct reports

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

Key Skills and Capabilities: 

• Excellent communication skills: Must have strong verbal and written communication skills to effectively interact with customers and address their queries and concerns. 

• Problem-solving abilities: Should be able to think critically and find solutions to customers' issues or complaints in a timely manner. 

• Multi-tasking skills: Handling multiple customer inquiries simultaneously and managing various tasks, such as updating customer information or processing requests, require the ability to multitask effectively. 

• Attention to detail: Accurate data entry and documentation are essential, so having a strong attention to detail is crucial. 

• Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure 

• Teamwork and collaboration: May require frequent collaboration with other departments, such as operations or warehouse teams, so being a team player is important for smooth coordination and customer satisfaction. 

• Time management skills: Effective time management is crucial for customer representatives as they have to comply with service level agreements and manage a large volume of customer inquiries within stipulated time periods 

• Cultural sensitivity: Customer representative often deal with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service
   

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, Retail and Logistics is a plus.