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.
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
Ability to show empathy
Proven track record of delivering results in a high-pressure environment
Well-developed commercial acumen, negotiation, and influencing skills
Strong attention to detail, a mature positive, and strong work ethic
Take ownership of the customer’s assistance request to find a solution to meet the customer’s circumstances
Capacity to work with people in crisis and an understanding of the behaviors of people who are experiencing significant personal crisis
Strong written and oral communication, conflict management, negotiation, interpersonal and customer service skills, and the ability to advocate on behalf of others
Demonstrated ability to work effectively in a team environment maintaining collaborative relationships with internal and external stakeholders that include government and other community service providers.
Effective and demonstrated organizational, time management, and problem-solving skills with the ability to manage and meet the demands of multiple tasks and competing priorities.
High level of professionalism including the confidential management of all organizational and client information.
Previous experience in Collections and/ or hardship campaigns (preferable)
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 functional & industry associations, managers, peers & direct reports
Establish & manage effective relationships with key stakeholders, internal & external, including 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
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
