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
Handle customer contacts in line with client and company requirements as sales and customer service representatives.
Duties and Responsibilities
● Attend and actively participate in training
● Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
● Acquire proficiency in customer tools and knowledge management system
● Develop listening comprehension and familiarity with the different accents of customers
● Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
● Obtain familiarity /mastery of the selling process
● Learn relevant soft skills and customer interaction skills
● Keep abreast of changes and developments in program-specific information
Handle Customers/Calls
● Use appropriate keying strategies and keywords to quickly search for requested information
● Apply effective questioning techniques to immediately zero in on customer’s needs and requested information
● Provide options or alternative solutions to customers as necessary
● Ensure immediate resolution of customers’ issues and concerns
● Offer appropriate products/services and explain the benefits to the customer
● Increase customer value by offering ancillary services/products and upsells/upgrades
● Ensure positive customer experience and maintain integrity
● Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
● Follow standard call flow and spiels as well as other quality measures
● Follow prescribed hold and transfer protocols
Meet all expectations and adhere to standards
● Comply with all program procedures and processes
● Meet both client and company KPIs/performance metrics consistently
● Observe punctuality and schedule adherence at all times
● Understand and apply quality standards
Other
● Complete tasks delegated/assigned by the Circle Leader
● Perform other reasonable duties as required
Skills Required
- Proficiency in customer tools and knowledge management system
- Understanding of products/services and procedures
- Ability to meet performance metrics
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
