Customer Experience Representative

Responsible for:

Handle customer contacts in line with client and company requirements as sales and customer service representatives.

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

• Attend and actively participate in training
• Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
• Acquire proficiency in customer tools and knowledge management system
• Develop listening comprehension and familiarity with the different accents of customers
• Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
• Obtain familiarity /mastery of the selling process
• Learn relevant soft skills and customer interaction skills
• Keep abreast of changes and developments in program-specific information

• Handle Customers/Calls

• Use appropriate keying strategies and keywords to quickly search for requested information

• Apply effective questioning techniques to immediately zero in on customer's needs and requested information
• Provide options or alternative solutions to customers as necessary
• Ensure immediate resolution of customers' issues and concerns
• Offer appropriate products/services and explain the benefits to the customer
• Increase customer value by offering ancillary services/products and upsells/upgrades
• Ensure positive customer experience and maintain integrity
• Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
• Follow standard call flow and spiels as well as other quality measures
• Follow prescribed hold and transfer protocols

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:

• Problem solving and conflict resolution skills
• Excellence in service delivery
• Proficient written and oral communication skills
• Ability to build relationships & work collaboratively with clients and organisational peers
• Efficient and accurate typing ability
• Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
• Addresses and resolves conflict constructively
• Ability to build rapport quickly and effectively
• Maintains service quality under time pressures
• Commercial Aptitude
• Attention to detail
• Negotiation skills
• Analytical skills

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, Airline and Sales background is a plus

Other Position Requirements:

• Complete tasks delegated/assigned by the Team Leader
• Perform other reasonable duties as required