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.
Responding to customer enquiries, recording relevant data and ensuring maximum efficiency with respect of addressing and resolving customer queries.
Main Activities and Responsibilities:
Ensuring that all customer enquiries are answered promptly and professionally.
Using on-line systems to access data and answer customer queries within predetermined service times.
Entering customer requests/queries on-line.
Maintaining accurate customer records.
Documenting and distributing clear, concise and appropriate technical support material to customers as required.
Liaising with other internal areas to provide answers for customers.
Escalating more complex customer enquiries to relevant channels.
Liaising with agents on customer queries and complaints.
Consistently meet set KPIs
Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
Complete all necessary training requirements and professional development opportunities.
Core Competencies:
Leadership
Adjusts own work practices to support change
Manage own performance & development
Role model & hold others accountable for demonstrating our values and behaviours
Systems Processes & Policy
Ensure all policies & procedures are adhered to, including compliance obligations
Contribute to improvements in function/team
Client & Stakeholders
Maintain effective working relationships with Managers & peers
Financial
Display cost awareness
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
Addresses and resolves conflict constructively
Ability to build rapport quickly and effectively
Maintains service quality under time pressures
Attention to detail
Proficient PC Skills
Qualifications and Typical Experience:
Certificate 3 in Customer Service (desirable)
2 years plus experience in a customer service/sales position or related industry (desirable)
Other Position Requirements:
Current driver’s license to travel to other sites and client appointments
Some interstate travel may be required
Subject to business demands, additional hours may be required
May be required to travel and work across various sites
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
