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.

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.

Minimum Requirements:

• At least completed the second year in college or vocational course or college undergraduate.

• Minimum of 6 months BPO experience

• Experience in Customer Service, Sales, Billing, Collections, and Technical Support is preferred but not required

• With Excellent English Communication (Oral and Written)

• Experience on the phone, email, and live chat support is preferred but not required

• Has strong verbal and written communication and comprehension skills

• 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 adapt to adjust to frequent process and information changes

• Can work under pressure

Preferred Requirements:

• Ability to show empathy

• Proven track record of delivering results in a high-pressure environment

• Well-developed commercial acumen, negotiation, and influencing skills

• Strong attention to detail, a mature positive, and strong work ethic

• Take ownership of the customer’s assistance request to find a solution to meet the customer’s circumstances

• Capacity to work with people in crisis and an understanding of the behaviors of people who are experiencing significant personal crisis

• Strong written and oral communication, conflict management, negotiation, interpersonal and customer service skills, and the ability to advocate on behalf of others

• Demonstrated ability to work effectively in a team environment maintaining collaborative relationships with internal and external stakeholders that include government and other community service providers.

• Effective and demonstrated organizational, time management, and problem-solving skills with the ability to manage and meet the demands of multiple tasks and competing priorities.

• High level of professionalism including the confidential management of all organizational and client information.

• Previous experience in Collections and/ or hardship campaigns (preferable)