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.

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

• Provide friendly, prompt, and informative service to all campaign guests

• Manage large volumes of guest enquiry via calls, cases, emails, live chat and social media messages

• Report on call reasons using wrap-up codes

• Utilise the campaign's systems and tools, such as Salesforce and Meriq, to manage guest bookings

• Attend and participate in regular meetings, including All Hands, Feedback sessions, training and/or coaching sessions, and check-ins

• Provide ongoing feedback to Concierge leadership on any process or procedure efficiencies that may enhance our guest experience

• Collaborate with other departments, particularly venues, to maintain positive working relationships and ensure the smooth delivery of the guest experience

• Occasionally assist with ad-hoc tasks reasonably requested by Concierge leadership

• KPI's include but are not limited to:

  • Average Handling Times

  • Calls, Cases, E-mails and Live Chat responses per hour

  • Schedule Adherence

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: 

• Experience in a service centre environment or similar

• Ability to work with a sense of urgency and have a positive can-do attitude

• Demonstrated understanding and application of basic mathematical principles

• Proven ability to work in a fast paced, multi-tasked environment

• Excellent written and verbal communication skills

• Confident and proactive problem-solving abilities

• Previous experience using Salesforce preferable

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, logistics background is a plus

Other Position Requirements: 

• Complete tasks delegated/assigned by the Team Leader

• Perform other reasonable duties as required