Outbound Sales Representatives

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 Purpose
Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position 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 and Responsibilities

• Receive inbound and/or place outbound calls

• Provide accurate and timely responses for inquiries coming through email and live chat support channels

• Perform data and research functions

• Provide support through known basic troubleshooting techniques

• Manage and resolve customer complaints

• Identify and escalate priority issues

• Route calls to the appropriate resource, when necessary

• Document all information on customer interaction according to standard operating procedures

• Always strive for Good Customer Satisfaction and Experience

• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client

• Ensure consistent performance based on a continuous improvement model

• Ensure that all Login and Passwords (both Internal and External) are kept confidential

• Participate in all Internal and External mandated training and/or seminars.

• Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.

• Maintain knowledge of functional areas and company policies and procedures.

• Provide feedback to management concerning possible problems or areas of improvement.

• Ensure high levels of customer satisfaction through excellent sales service

• Assess customers' needs and provide assistance and information on product features

• Welcome customers to the store and answer their queries

• Follow and achieve the department’s sales goals on a monthly, quarterly, and yearly basis

• “Go the extra mile” to drive sales

• Maintain in-stock and presentable condition assigned areas

• Actively seek out customers in-store

• Remain knowledgeable on products offered and discuss available options

• Process POS (point of sale) purchases

• Cross-sell products

• Team up with co-workers to ensure proper customer service

• Build productive trust relationships with customers

• Comply with inventory control procedures

• Suggest ways to improve sales (e.g. planning marketing activities, changing the store’s design)

• Perform other duties as assigned by management.

Profile Requirements:

• At least 2nd year college for those with at least 6 months of Sales and/or BPO experience

• If no BPO experience, must be a College Graduate

• If no sales experience, must be a College Graduate

• Can articulate thoughts well; no strong/thick accent; no enunciation/pronunciation lapses; no p/f, b/v or vowel lapses

• Not studying or no plans of pursuing education; no plans to travel in the next 6 months; no existing side business/dual employment; no elderly/childcare issues; must live near Makati; physically fit

• Must be willing to report in a face-to-face work setting

• Must not over the standard compensation package

Qualifications and Key Competencies:

• With Excellent English Communication (Oral and Written) and comprehension skills

• Experience in phone, email, and live chat support

• Has strong verbal and written communication 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

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Flexible and can quickly adjust to frequent process and information changes

• Can work under pressure & available to work flexible shifts

• Basic understanding of sales principles and customer service practices

• Working knowledge of customer and market dynamics and requirements

• Track record of over-achieving sales quota

• Hands-on experience with POS transactions

• Familiarity with inventory procedures

• Solid communication and interpersonal skills

• A friendly and energetic personality with a customer service focus