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
A Customer Experience Executive will receive training and is expected to have mastery and knowledge of the campaign’s features, benefits, quality and other service packages which can be made available to customers in the future.
The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries include but are not limited to: account maintenance, payment schedule movement, order declines, waive/refund fees, etc.
The Customer Experience Executive will be responsible for handling phone and written communication (email, webform, Facebook Messenger) and/or any administrative tasks for customers.
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:
High-level communication skills, both oral and written
Competent in the use of MS products/ Google and call centre tools
Able to quickly build rapport and gain trust
An approachable, confident and competent phone manner
Paying meticulous attention to detail and understanding the importance of getting things right the first time
A multi-tasker with experience working across multiple channels
Process-driven but a nimble learner with the ability to adapt quickly when circumstances require it
Ability to problem-solve, negotiate and resolve conflict constructively
Maintains customer-centric attitude under pressure
Act with urgency
Flexible with their working days and happy to be slotted into a rotating roster
Being a team player, along with being able to work independently
Qualifications and Typical Experience:
Educational Attainment: At least High School Graduate (old or new curriculum)
At least 6 months of continuous work experience as a customer service representative / Quality Analyst or related Industry
Desired Industry Exposure: BPO / Any industry experience
Desired Role Exposure:
Prior BPO experience as a Customer Service Representative
Prior experience as a Quality Analyst/ Team Leader
Other Position Requirements:
Some interstate travel may be required
Subject to business demands, additional hours may be required
Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe
May be required to travel and work across various sites
Experience working in a financial/collections account
Influences and engages
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
