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.

Responsible for:  

Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.
 

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

• Maintain data entry requirements by following data program techniques and procedures.

• Process customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.

• Maintain operations by following policies and procedures; reporting needed changes.

• Maintain customer confidence and protects operations by keeping information confidential.

• Contribute to team effort by accomplishing related results as needed.

• Good interpersonal and communication skills

• Ability to work in fast-paced metric driven environment with multi-tasking skills

• Communicates with clarity of thought and purpose

• Should be able to effectively compose clear, concise, and crisp messages to a variety of audiences and able to articulate difficult messages in an effective/positive way.
   

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