Customer Experience Executive

Responsible for:  

The Non Voice Customer Support role involves handling customer inquiries and issues via online channels such as chat, email, and SMS. We are responsible for delivering high-quality, prompt, and efficient responses while working closely with internal teams to resolve customer concerns and enhance customer experience.
 

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:

• Respond to customer inquiries through chat, email, and sms channels.

• Resolve customer issues in a timely and efficient manner.

• Document customer interactions and update customer records.

• Collaborate with internal teams to address customer concerns.

• Stay updated on product knowledge and company policies.

• Identify and escalate complex issues to appropriate departments.

• Provide feedback to improve customer support processes
   

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

• Efficient and accurate typing ability

• Ability to build rapport quickly and effectively

• Maintains service quality under time pressures

• Attention to detail

• Analytical skills
   

Qualifications and Typical Experience:  

• Educational Attainment: At least Senior High School/2ndyearCollege

• Desired Years of Experience: 1 – 2 years of continuous work experience

• Desired Industry Exposure: BPO / Any industry experience

• Desired Role Exposure Prior: BPO experience as a Customer Service Representative, Technical Support Representative, IT Helpdesk, Quality Analyst, RTA, RA/ Team Leader

• IT fresh graduates are also welcome to apply
   

Other Position Requirements:

• 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