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:
The Customer Service Executive will be responsible for assisting customers and administrative tasks for customers and store members.
Main Activities and Responsibilities:
Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
Responding to email enquiries from customers who are shopping online for store products and resolve their enquiries.
Handle enquiries via email from the Customer Care web feedback cases.
Updating customer’s 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.
Escalate the critical issues to the Management, where required.
Ensuring the process is followed as per the QA guidelines.
Future opportunities to work in Back of House/Administrative tasks and Tier 2 support
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:
Excellent customer service experience and passion for retail
Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
With Excellent English Communication (Oral and Written)
Positive, customer-centric and can-do attitude
Compassionate and can engage with customers for memorable experiences
Resourceful, able to multitask, and has high attention to detail
Flexible and has the ability to quickly adjust to frequent process and information changes
Can work under pressure and collaborate with team members in a dynamic work environment
Qualifications and Typical Experience:
Educational Attainment: At least High School Graduate
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:
Contact Centre experience preferred
Graduate accreditation highly desirable
Knowledge of the Google platform desirable
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
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
