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:
As a Customer Experience Executive, you will be responsible for delivering excellent customer service and timely resolutions to callers for a wide range of issues.
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
This role offers a wide range of exposure to issues with applications, software, hardware, network systems, and user administration allowing you to develop and grow skills in an IT Helpdesk role and support callers and the campaign in delivering superior service.
The key objective will be to identify and troubleshoot at the first point of contact for incident resolution.
As a Customer Experience Executive, you will be responsible for escalating to 2nd & 3rd level support resources as appropriate.
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:
Problem solving and conflict resolution skills
Excellence in service delivery
Proficient written and oral communication skills
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
Commercial Aptitude
Attention to detail
Negotiation skills
Analytical skills
Qualifications and Typical Experience:
Educational Attainment: At least Senior High School/2nd year College
Desired Years of Experience: 1 year BPO experience preferred but not required
Desired Industry Exposure: IT or Technical Support experience preferred but not required
Desired Role Exposure Prior: Prior BPO experience as a Customer Service Representative/TSR or IT Helpdesk, IT fresh graduates are also welcome to apply
Other Position Requirements:
Ability to multitask and manage complex transactions in a given timeframe
Above average problem solving skills
Open to feedback and coaching
Confident to exchange communications with counterparts
Has a passion for resolving complicated transactions
Possesses a keen eye for pertinent details
Amenable to Work On-site
Amenable to Work on shifting schedule similar capacity preferred but not required
Amenable to work onsite 24/7
Top Skills
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
