Customer Care Agent

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 exceptional customer service over phone and email in a timely manner

• Accurately lodge all cases and solving customer queries and relevant details in Salesforce

• Take ownership and see customer requests through from start to finish

• Maintain knowledge of a variety of relevant business systems and procedures, proactively troubleshoot and identify potential faults promptly

• Provide product support to customers

• Problem-solving skills, with the ability to be proactive and take ownership.

• Able to multitask and handle challenges in an efficient and effective manner

• Computer literate and willingness to learn new skills.

• Previous call centre experience.

• Performance to productivity KPIs

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: 

• Clear and concise English communication skills.

• Demonstrated experience following procedures in complex systems overlay (ie multiple platforms)

• Ability to resolve customer intercom calls in at least 45s, and answer a high volume of parking intercom calls.

• Good control and resilience as customers are generally calling from the car park exit and tend to be impatient.

• Ability to navigate multiple systems while talking on the intercom.

• Display a high level of resilience, remaining calm in high-pressure situations

• Experience in a fast-paced customer service environment is an advantage.

• Provide exceptional customer service over phone and email in a timely manner

• Accurately lodge all cases and solving customer queries and relevant details in Salesforce

• Problem-solving skills, with the ability to be proactive and take ownership.

• Able to multitask and handle challenges in an efficient and effective manner

• Computer literate and willingness to learn new skills.

• Previous contact centre experience in a service position – customer facing.

Qualifications and Typical Experience:  

• At least 1 year of experience in answering customer service calls is required.

• Amenable to shifting schedules, and working on weekends and holidays.

• Clear and concise English communication skills.

• Able to multitask and handle challenges in an efficient and effective manner

• Computer literate and willingness to learn new skills.

• Previous contact centre experience in a service position – customer facing.

• Demonstrated experience following procedure in complex systems overlay (ie multiple platforms)

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