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Customer Experience Executive
2 weeks 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.
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.
