Customer Experience Executive - Tier 2

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.

About Us
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.

About the role
You’ll be a brand ambassador for OnePass, embodying our values and positively promoting the brand in a multichannel customer service environment, collaborating with other departments and customers to achieve win-win outcomes for customers and the business.

Key Details
● Operational Excellence Trainer
● Fixed Term Employment
● Monday to Sunday
● Hybrid work arrangements

What to expect on a daily basis
This role plays a critical part in addressing knowledge gaps and training opportunities, working back with the team manager and leaders to execute new team strategies and processes. This role plays a part in making Catch/Onepass a safe, trusted platform for sellers and customers, by giving a convenient overall experience while maintaining the standards and policies of the platform.

● Be enthusiastic, resilient, and committed to working effectively in a high-pressure environment, demonstrated by an approach which is characterised by motivation and energy.
● Lead and supervise both the Marketplace and Customer Service Teams.
● Provide mentorship and support to ensure effective training delivery across both teams.
● Monitor the performance of both circle leaders, trainers and their respective teams
● Oversee the design and development of training programs for both Marketplace and Customer Service teams
● Ensure training materials and knowledge resources are comprehensive, up-to-date, and aligned with company standards and goals.
● Stay knowledgeable and up to date on the latest processes and best practices for both Marketplace and Customer Service operations
● Conduct regular assessments and provide feedback to improve training effectiveness
● Implement quality control measures and continuous improvement strategies
● Collaborate with various departments to ensure training programs are relevant and effective to address training needs
● Maintain detailed records of training activities, progress, and outcomes
● Prepare reports for senior management on training effectiveness and areas for improvement
● Lead change management initiatives related to training programs and processes and effective communication to stakeholders to ensure smooth transitions.
● Develop and implement communication strategies for informing sellers, customers and internal teams about system or process update and getting feedback for continuous improvement]
● Perform other tasks or responsibilities as required by immediate superior

● Develop support materials for internal stakeholders and consumers of the programs and facilitate, when needed, cross-functional education on processes
● Excellent communication and data entry skills
● The ability to communicate with a wide range of people
● Effectively prioritise tasks based on urgency and deadlines
● Positive attitude and ability to be flexible and work as part of a team to achieve mutual goals
● Excellent attention to detail and ability to work under time pressure
● Demonstrated ability in managing and resolving queries through applied knowledge, well-informed and timely decisions based on functional expertise, regional knowledge, and industry trends within technical constraints of integration partners
● Proven ability to work autonomously and collaboratively
● The ability to build strong relationships, driving conversation to explore and raise needs, share information, and drive efficiencies.
● Conflict/Negotiation management
Our promise to you.
There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do.