Customer Experience Executive

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 Officeworks Customer Service Executive will be responsible for assisting customers and administrative tasks for customers.

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.
• Respond to live chat and email enquiries from customers who are shopping online for store products and resolve their enquiries.
• Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
• Updating customer’s accounts with appropriate notes and details after the interaction.
• Escalate the critical issues to the Management, where required.
• Ensuring the process is followed as per the QA guidelines.
• 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

Key Skills and Capabilities: 

• Problem solving and conflict resolution skills
• Excellence in service delivery
• Proficient written and oral communication skills
• Ability to analyse data
• Ability to build relationships & work collaboratively with clients and organisational peers
• Efficient and accurate typing ability
• Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
• Addresses and resolves conflict constructively
• Ability to build rapport quickly and effectively
• Maintains service quality under time pressures
• Attention to detail
• Negotiation skills
• Analytical skills

Qualifications and Typical Experience: 

• Substantial experience within similar role
• 2 years plus experience in a customer service or related industry (desirable)
• Graduate accreditation highly desirable  
• Knowledge of the Google platform desirable