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.

Responsible For:

Representing the renowned Australian brand, this phone and email based campaign will see you assisting customers who are shopping online for store products and helping to resolve their enquiries. There will be both inbound phone based roles and roles handling email traffic.
 

Main Activities And Responsibilities:

Probe Cx Compliance:

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
• Complete all necessary training requirements and professional development opportunities. 
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy. 

Customer Experience

• Handle inbound calls and emails from online customers  
• Liaise with stores to assist in the delivery of the orders to customers 
• Occasional outbound calls to coordinate the delivery of items to customers 
• Email communication to stores following calls from customers, where applicable 
• Process and respond to customer emails via templates 
• Escalate any queries or complaints to your supervisor immediately 
• Data entry is performed with high accuracy  
• Adhere to team schedule 
• Ensures the set target is achieved for quality assurance 
• Attend and actively participate in all team meetings, scheduled one on ones and coaching sessions 
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace. 
• Complete all necessary training requirements and professional development opportunities. 

Core Competencies:

Systems Processes & Policy 

• Ensure all policies & procedures are adhered to, including compliance obligations 
• Contribute to improvements in function / team 

Client & Stakeholders

• Maintain effective working relationships with Managers & peers. 

Key Skills And Capabilities:

• Excellent communication and listening skills, with the ability to communicate with and relate to a wide range of people
• Positive attitude and ability to work as part of a team to achieve mutual goals 
• Confidence in dealing with objections and quickly building rapport with customers 
• Excellent attention to detail and ability to work under time pressure 
• Knowledge of Google Suite is desirable 
• Previous call centre experience is preferred 
• Educational Attainment: At least High School Graduate (old or new curriculum)
• Desired Years of Experience: 0 – 12 months of continuous work experience
• Desired Industry Exposure: BPO / Any industry experience

Qualifications And Typical Experience:

• Desired Role Exposure Prior: BPO experience as a Customer Service Representative
• Experience working directly with clients  

Other Position Requirements:

• On a Permanent Full-Time basis Monday - Friday (6AM - 3PM) Saturday (6AM - 3PM) operation, full availability over this time is required. Hours may extend 
• Subject to business demands, additional hours may be required