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.
Responsible for:
The purpose of the Concierge Consultant role is to provide friendly, prompt, and informative service to all guests who contact the campaign. Concierge Consultants are responsible for identifying and addressing guest needs, including support with enquiries, bookings, and feedback. This role requires excellent communication skills, problem-solving abilities, and the capacity to handle multiple tasks in a fast-paced environment.
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
Provide friendly, prompt, and informative service to all campaign guests
Manage large volumes of guest enquiry via calls, cases, emails, live chat and social media messages
Report on call reasons using wrap-up codes
Utilise the campaign’s systems and tools, such as Salesforce and Meriq, to manage guest bookings
Attend and participate in regular meetings, including All Hands, Feedback sessions, training and/or coaching sessions, and check-ins
Provide ongoing feedback to Concierge leadership on any process or procedure efficiencies that may enhance our guest experience
Collaborate with other departments, particularly venues, to maintain positive working relationships and ensure the smooth delivery of the guest experience
Occasionally assist with ad-hoc tasks reasonably requested by Concierge leadership
KPI’s include but are not limited to:
Average Handling Times
Calls, Cases, E-mails and Live Chat responses per hour
Schedule Adherence
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:
Experience in a service centre environment or similar
Ability to work with a sense of urgency and have a positive can-do attitude
Demonstrated understanding and application of basic mathematical principles
Proven ability to work in a fast paced, multi-tasked environment
Excellent written and verbal communication skills
Confident and proactive problem-solving abilities
Previous experience using Salesforce preferable
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, logistics background is a plus
Other Position Requirements:
Complete tasks delegated/assigned by the Team Leader
Perform other reasonable duties as required
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What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
