
Customer Experience Representative
1 day ago
Systems Processes & Policy:
Ensure all policies & procedures are adhered to, including compliance obligations
Technical Proficiency:
Systems Knowledge: Proficiency and Previous experience in using CRM systems, knowledge bases, and other relevant software and systems.
Product/Service Knowledge: Ability for In-depth understanding of the products or services offered by the company.
Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems
Customer Focus and Empathy:
Customer-Centric Approach: Genuine desire to help customers and provide excellent service.
Empathy and Patience: Ability to understand and address customer concerns with empathy and patience, even in challenging situations.
Relationship Building: Ability to build rapport with customers and establish positive relationships.
Behavioural Attributes:
Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs.
Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations.
Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments.
Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines.
Continuous Learning: A commitment to continuous learning and professional development.
Key Skills and Capabilities:
Problem solving and decision-making
Analytical skills
Resourcefulness
Adaptable and flexible
Resilient
Mental Agility
Ability to build rapport quickly and effectively
Ability to multi-task
Qualifications and Typical Experience:
English Proficiency: Good proficiency in written and verbal English
Verbal Communication: Clear, concise, and professional communication with a pleasant tone. Ability to adapt communication style to different customer personalities. Active listening skills and the ability to understand nuanced requests.
Written Communication: Proficient in writing clear, grammatically correct emails, chat messages, and other written communications. Ability to summarize information effectively.
Experience: Minimum 1-year experience preferred in a similar role in a Customer Contact Centre service.
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
No criminal record
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