Customer Experience Executive

13 hours ago

Makati City MNL Philippines Probe CX Full time

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.

Duties & Responsibilities
Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is:

  • Handle inbound calls and emails from customers
  • Process and respond to customer emails
  • Escalate any queries or complaints to your supervisor immediately
  • Data entry is performed with high accuracy
  • Adhere to team schedule
  • Ensures the set target is achieved for quality assurance
  • Attend and actively participate in all team meetings, scheduled one on ones and coaching
  • Review and process product warranty cases by obtaining customer details, including photos, videos and proof of purchase to validate product warranty claims.
  • Assist customers with enquiries related to product installation, troubleshooting and spareparts availability.
     

Qualifications & Key Competencies:

  • Establish & maintain effective working relationships with Managers, peers, employees key stakeholders
  • Establish and maintain internal and external collaborative relationships, including with functional industry associations, managers, peers & direct reports
  • Establish and manage effective relationships with key stakeholders, internal and external, including with industry associations, vendors, Board Executive team
  • Problem solving and conflict resolution skills
  • Excellence in service delivery
  • Proficient written and oral communication skills
  • 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

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