Customer Experience Executive

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.

Core Competencies:  
Systems Processes & Policy:

• Ensure all policies & procedures are adhered to, including compliance obligations

Technical Proficiency: 

• Systems Knowledge: Proficiency and Previous experience in using CRM systems, knowledge bases, and other relevant software and systems. 
• Product/Service Knowledge: Ability for In-depth understanding of the products or services offered by the company. 
• Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems

Customer Focus and Empathy: 

• Customer-Centric Approach: Genuine desire to help customers and provide excellent service. 
• Empathy and Patience: Ability to understand and address customer concerns with empathy and patience, even in challenging situations. 
• Relationship Building: Ability to build rapport with customers and establish positive relationships.

Behavioural Attributes: 

• Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs. 
• Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations. 
• Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments. 
• Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines. 
• Continuous Learning: A commitment to continuous learning and professional development.

Key Skills and Capabilities:

• Problem solving and decision-making
• Analytical skills
• Resourcefulness
• Adaptable and flexible 
• Resilient 
• Mental Agility 
• Ability to build rapport quickly and effectively
• Ability to multi-task 

Qualifications and Typical Experience:  

English Proficiency: Good proficiency in written and verbal English

• Verbal Communication: Clear, concise, and professional communication with a pleasant tone. Ability to adapt communication style to different customer personalities. Active listening skills and the ability to understand nuanced requests. 
• Written Communication: Proficient in writing clear, grammatically correct emails, chat messages, and other written communications. Ability to summarize information effectively. 

Experience: Minimum 1-year experience preferred in a similar role in a Customer Contact Centre service. 

Other Position Requirements: 

• 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
• No criminal record