Customer Experience Executive

Responsible for: 

As a Customer Experience Executive, you will be responsible for delivering excellent customer service and timely resolutions to callers for a wide range of issues.
 

Main Activities and Responsibilities: 

• 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

• This role offers a wide range of exposure to issues with applications, software, hardware, network systems, and user administration allowing you to develop and grow skills in an IT Helpdesk role and support callers and the campaign in delivering superior service. 

• The key objective will be to identify and troubleshoot at the first point of contact for incident resolution.

• As a Customer Experience Executive, you will be responsible for escalating to 2nd & 3rd level support resources as appropriate.
   

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 Senior High School/2nd year College

• Desired Years of Experience: 1 year BPO experience preferred but not required

• Desired Industry Exposure: IT or Technical Support experience preferred but not required

• Desired Role Exposure Prior: Prior BPO experience as a Customer Service Representative/TSR or IT Helpdesk, IT fresh graduates are also welcome to apply
   

Other Position Requirements: 

• Ability to multitask and manage complex transactions in a given timeframe

• Above average problem solving skills

• Open to feedback and coaching

• Confident to exchange communications with counterparts

• Has a passion for resolving complicated transactions

• Possesses a keen eye for pertinent details

• Amenable to Work On-site

• Amenable to Work on shifting schedule similar capacity preferred but not required

• Amenable to work onsite 24/7