Customer Experience Representative
4 days ago
Core Competencies:
Systems Processes & Policy:
- Ensure all policies & procedures are adhered to, including compliance obligations
Technical Proficiency:
- Systems Knowledge: Proficiency and previous experience in using CRM systems, knowledge bases, and other relevant software and systems.
- Product/Service Knowledge: Ability for in-depth understanding of the products or services offered by the company.
- Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems
Behavioural Attributes:
- Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs.
- Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations.
- Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments.
- Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines.
- Continuous Learning: A commitment to continuous learning and professional development.
High-Level Customer Interaction:
- Complex Problem Resolution: Ability to handle complex technical issues, escalate appropriately, and follow up to ensure resolution.
- Conflict Resolution: Ability to de-escalate tense situations and resolve conflicts effectively.
- Negotiation Skills: Ability to negotiate solutions with customers and find mutually acceptable outcomes.
Key Skills and Capabilities:
- Problem solving and decision-making
- Analytical skills
- Resourcefulness
- Adaptable and flexible
- Resilient
- Mental Agility
- Ability to build rapport quickly and effectively
- Ability to multi-task
Qualifications and Typical Experience:
- English Proficiency: Native or near-native fluency in English is essential.
- Experience: Minimum 3 years' experience in customer complaint management. Preferred Automotive experience
- No criminal record
Other Position Requirements:
- Subject to business demands, additional hours may be required
- Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe
- Bilingual Requirement: Nice to have if some agents have the ability to speak and understand Mandarin. English proficiency is the priority.
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