Customer Experience Executive

Under the supervision of a Circle Leader, the Customer Experience Executive position's primary objective is to provide world-class service to our customers in an accurate, efficient and respectful manner on every call as measured by different performance metrics.
 

Main Activities and Responsibilities: 

• 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

• Receive inbound and/or place outbound calls

• Provide accurate and timely responses for customer requests in a timely manner

• Perform record searches based on customer requests in a timely manner, and within stipulated time frames

• Perform functions within stipulated Key Performance Indicators

• Manage and resolve customer complaints

• Identify and escalate priority issues

• Route calls to the appropriate resource, when necessary

• Document all information on customer interaction according to standard operating procedures

• Always strive for great customer satisfaction and experience

• Ensure that all calls are handled professionally based on the Quality Guidelines established by the Company and our Client

• Ensure consistency of performance in handling of customer interactions

• Participate in all internal and external mandated training and/or seminars or certifications

• Maintain knowledge of functional areas and company policies and procedures

• Provide feedback to management concerning possible problems or areas of improvement

• Perform other duties as assigned by management
   

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: 

• With Excellent English Communication (Oral and Written)

• Experience on phone, email, SMS, and live chat support preferred but not required

• Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required

• Has strong verbal and written communication and comprehension skills

• Good problem solving and critical thinking skills with a focus on issue resolution and customer satisfaction

• Resourceful, able to multitask and with great attention to detail

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Flexible and has the ability to quickly adjust to frequent process and information changes

• Can work under pressure

• Has Integrity and has high work standards and ethics

• Motivational Fit, Innovative & Team Player

• Flexible, amenable to work on GY or rotating schedule if needed
   

Qualifications and Typical Experience:

• Educational Attainment: At least High School Graduate (old or new curriculum)

• Desired Years of Experience: 0 – 12 months of continuous work experience

• Desired Industry Exposure: BPO / Any industry experience

• Desired Role Exposure Prior: BPO experience as a Customer Service Representative

Other Position Requirements: 

• Complete tasks delegated/assigned by the Team Leader

• Perform other reasonable duties as required