Customer Experience Representative

4 days ago

Makati City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱450,000 per year

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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