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.
Job Description Summary
Under the supervision of a Team Leader, the Customer Experience Executive's primary objective is to provide world-class service to our customers in an accurate, efficient and respectful manner on every call as measured by different performance metrics.
Duties & Responsibilities
The Customer Service Executive will be responsible for assisting customers and administrative tasks for Customer Care customers
Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
Responding to email enquiries/Live Chat/Socials from customers who are shopping online for store products and resolve their enquiries.
Updating customers’ accounts with appropriate notes and details after the call.
Occasional outbound calls to the Australia customer service team and online stores to coordinate the delivery of the items to the customers.
Process and respond to customer emails/Live Chat/Socials
Escalate the critical issues to the Management, where required.
Ensuring the process is followed as per the QA guidelines.
Minimum Qualifications:
With Excellent English Communication (Oral and Written)
Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
Resourceful, able to multitask, and has high attention to details
Flexible and has the ability to quickly adjust to frequent process and information changes
Can work under pressure
Contact Centre experience preferred
Graduate accreditation highly desirable
Knowledge of the Google platform desirable
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
