Customer Experience Executive

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

• A Customer Experience Executive will receive training and is expected to have mastery and knowledge of the campaign's features, benefits, quality and other service packages which can be made available to customers in the future.

• The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries include but are not limited to: account maintenance, payment schedule movement, order declines, waive/refund fees, etc.

• The Customer Experience Executive will be responsible for handling phone and written communication (email, webform, Facebook Messenger) and/or any administrative tasks for customers.

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: 

• High-level communication skills, both oral and written

• Competent in the use of MS products/ Google and call centre tools

• Able to quickly build rapport and gain trust

• An approachable, confident and competent phone manner

• Paying meticulous attention to detail and understanding the importance of getting things right the first time

• A multi-tasker with experience working across multiple channels

• Process-driven but a nimble learner with the ability to adapt quickly when circumstances require it

• Ability to problem-solve, negotiate and resolve conflict constructively

• Maintains customer-centric attitude under pressure

• Act with urgency

• Flexible with their working days and happy to be slotted into a rotating roster

• Being a team player, along with being able to work independently

Qualifications and Typical Experience:

• Educational Attainment: At least High School Graduate (old or new curriculum)

• At least 6 months of continuous work experience as a customer service representative / Quality Analyst or related Industry

• Desired Industry Exposure: BPO / Any industry experience

Desired Role Exposure: 

• Prior BPO experience as a Customer Service Representative

• Prior experience as a Quality Analyst/ Team Leader

Other Position Requirements: 

• Some interstate travel may be required

• 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

• May be required to travel and work across various sites

• Experience working in a financial/collections account

• Influences and engages